Customer Engagement Analyst

The Customer Engagement Analyst makes outbound sales contact (including cold calling) and pursues sales leads to develop a portfolio of buying customers. Accepts orders, closes sales, maintains customer records and completes required documentation. Identifies and qualifies prospective customers and records sales prospecting activity in computer-based tracking systems. May have an assigned product line that may overlap other sales teams' territories. May have an individual or team sales quota and is likely to have a target earnings bonus or sales incentive opportunity. Works with territory/account, product/services or sales process with limited complexity. Has limited direct contact with clients and no authority/opportunity to set and negotiate product/service terms. Typically requires a college or university degree or the equivalent work experience and has general awareness of business, financials, products/services and the market.

Accountabilities:

• Responsible for contacting customers twice during their yearly subscription to Elsevier products.
• The Customer Engagement Analyst shall help the Sales team gauge their total hold of their jurisdictions in terms of risk rating, need for follow-ups, assess the customer’s chances of renewal and solve any blockers if necessary, by providing a thorough and descriptive report.
• This role requires someone to be sensitive and familiar with tones that denotes sarcasm or commendation whether via email or phone calls.
• The Customer Engagement Analyst is expected to uncover ongoing and potential challenges by flagging the point of contact or account manager as necessary. Submit reports on a timely basis as prescribed.
• The Customer Engagement Analyst should hit or exceed the required number of contacted leads per month. One must be creative and diligent in creating a variety of email and voicemail templates. This role should also be adept with time zones and must have a good sense of timing when making calls.