Customer Service Manager (14412)

Description

Customer Service Manager



The Corporate Executive Board
Washingtonian Magazine ?Listed in D.C.?s Best Places to Work edition
Fortune Magazine ? Ranked as one of the 100 Fastest Growing Companies in the US
Business Week - Ranked #13 on the list of Hot Growth Companies
Forbes Magazine- Ranked #11 on the list of 200 Hot Shots/Entrepreneurial Companies



The Corporate Executive Board (NASDAQ: EXBD) is a leading provider of best practices research and executive education, focusing on corporate strategy, operations, and general management issues. Our membership base consists of a network of more than 10,000 senior leaders at over 2,300 blue-chip companies across the globe, including over 80% of the Fortune 500. Across the past five years, our revenues have grown annually at more than 25% per year. Please visit our website at www.executiveboard.com for more information. The Corporate Executive Board is an EOE.



The Service Manager role is a position created as part of the larger Member Management Teams (MMT) initiative. Driven by the insight that member utilization is directly correlated with engagement and renewal rates, the MMT initiative aims to increase utilization via coordination between Member Services, Content Delivery (CD) and Short-Answer research (SAR) functions. The MSAM reports directly to the Member Services Account Director (MSAD), but works closely with other members of the MMT to provide highest quality member service.



The Service Manager serves as the ?home base? for the MMT?s Member Services operations, working as an internally focused complement to the externally focused MSAD. Specific areas of responsibility are as follows:



Member Management Team Role
Collaborate with fellow members of the MMT leads to provide highest quality member service (for example, executing strategies to merchandize programs? products and services, recruiting campaigns around meetings, Immediate Value Delivery initiatives, etc.) and to share knowledge about members
Understand the research terrain for the membership, monitoring industry trends and institutional issues
Support the Member Services Operations group as needed
Own SOS scores ? running the data and making the decisions about how to reach the SOS goals and increase member penetration of SOS
Handle all inbound service requests ? funneling as necessary to SAR, etc. but handling all needs quickly and efficiently
Manage and own outreach campaigns for services such as: teleconferences, RBs, and web activity



Renewal Ownership
Work with the Member Services Account Director to achieve program-specific renewal rates
Support the MSAD as the in-house point person for managing member relationships that require more intensive in-person work
Execute proactive and targeted service campaigns
Develop and foster relationships with secondary contacts at member companies



Strong candidates will have the following attributes:
Relevant account management, sales or revenue experience
Strong member service ethic
Ability to meet monthly, quarterly and annual financial goals
Effective communication skills, particularly over telephone
Strong organizational and multi-tasking skills
Effective time management skills
Demonstrated poise and grace under pressure
Strong team skills, ability to work with fellow MMT members
Flexibility to work outside of strict job description parameters, thinking creatively about how to provide highest quality member service
Strategic thinking ? how to draw a plan of action and execute to increase service consumption



PLEASE APPLY at www.CEBcareers.com