Client Services Manager (E3414)

Job Summary

IEEE seeks a creative and enthusiastic Client Services Manager, located in New Jersey or New York, to build relationships with IEEE customers in Western Europe; encouraging usage and educating researchers, authors, librarians and administrators about IEEE publications, the IEEE Xplore Digital Library, and other IEEE platforms and products.

The successful candidate will incorporate resourcefulness and solutions orientation to manage time and workload, balancing demands and priorities. The position can be remote or incorporate regular days at IEEE's headquarters in New Jersey. As international travel is a requirement, preference will be given to applicants with easy access to a major airport. The role typically reports to the Director, Client Services, and requires minimal supervision.

Key Responsibilities

• Plan, organize, and lead programs of awareness, training, and customer support using a variety of modalities (online, hybrid, and in-person), supporting IEEE Global Sales in a defined territory.
• Develop and implement workshops and events that educate, build customer relationships, and drive IEEE engagement for multiple audiences, including librarians, authors, engineers, students, and faculty.
• Collaborate with IEEE sales management, Client Services director, and locally based sales representatives to prioritize activities and plan efficient travel itineraries for a region that includes academic, corporate and government customers.
• Support IEEE Open Access by educating administrators and authors on OA workflows and author tools.
• Assist with introductions of new IEEE products and platforms.
• Support customers in roll-out of new subscriptions and monitor usage to encourage promotion of new content or platforms.
• Report customer feedback to product development and design teams through regular reports and updates to customer request lists. Report issues that interfere with usage or access via regular meetings with product staff.
• Create client-specific training and promotional materials, including custom video tutorials, flyers, and user guides.
• Monitor emerging trends in library outreach, Open Access in Europe, and scholarly communication

Education

• Master's or other advanced degree Library information science or related field Req

Work Experience

• 7-10 years Work experience Req
• 4-7 years Library, electronic publishing or STM database experience Req

Skills and Requirements

• Demonstrated excellence with public speaking and interpersonal skills
• Demonstrated training expertise -- comfort with electronic information products and ability to demonstrate products one-on-one or for large audiences, both in-person and online
• Enthusiasm and energy for customer engagement and independent business travel.
• Excellent writing skills.
• Knowledge of Open Access, scholarly communication, information industry and library trends, methods, and technologies
• Experience with scientific digital libraries or STEM background strongly desired.
• Ability to travel 30% of the time, both locally and internationally.
• Strong organizational skills and attention to detail
• Ability to work both independently and collaboratively as part of a team
• Strong PC skills: Microsoft Word, Excel, PowerPoint, multiple web conferencing tools, and booking tools
• Video production skills (Camtasia/Snagit) a plus

Other Requirements:
As defined in IEEE Policies, individuals currently serving on an IEEE board or committee are not eligible to apply.
If you are interested in being considered for this role, please send your resume and cover letter to the attention of:  Fiona Foley via email:  fiona@jackfarrell.com
PLEASE NOTE: This position is not budgeted for employer-sponsored immigration support, this includes all persons in F (both CPT and OPT), J, H, L, or O status.

='For information on work demands and conditions required for this position, please consult the reference document, "Physical, Mental, and Work Environment Standards for IEEE Positions." This position is classified under ' Category II - Mobile Positions '.
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'IEEE is an EEO/AAP Employer/Protected Veteran/Disabled
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'Disclaimer: This job description is proprietary to IEEE. It outlines the general nature and key features performed by various positions that share the same job classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties and qualifications required of all employees assigned to the job. Nothing in this job description restricts management's right to assign or re-assign duties to this job at any time due to reasonable accommodations or other business reasons. '