Senior Account Support Executive

vor 2 Wochen

Heidelberg, Deutschland Springer Nature Vollzeit

**Location**:Heidelberg Â

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**About Springer Nature Group (must be included on all adverts)**Â

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**About the Role**Â

The Senior Account Support Executive is the first point of contact for customers, Sales Directors, and the sales team, with a focus on sales planning, contracting, invoicing, and continuous improvement projects. While primarily managing their own accounts (75% of the time), they also oversee the day-to-day operations of a team of approximately six Account Support Executives (25% of the time). Â

This role can be in our Heidelberg  offices on a hybrid working model. Â

**Role Responsibilities**:Â
- **Workload Management**:Oversee daily workload and deadlines, ensuring accuracy and adherence to policies while managing expectations of the sales teams. Â
- **Issue Escalation & Resolution**:Identify and escalate exceptions or issues in a timely manner to maintain smooth operations. Â
- **Operational Leadership**:Coach and guide the team through proactive performance management, feedback, and process enforcement. Â
- **Stakeholder Advisory**:Provide first-level support to sales and customers on license agreement changes, deal compliance, and approval processes. Â
- **Reporting & Forecasting**:Prepare renewal plans, scenario forecasts, and risk assessments while advising on potential challenges. Â
- **Quality & Process Improvement**:Drive continuous improvement initiatives by analyzing service standards, customer feedback, and workflow efficiency. Â
- **Project Management**:Lead key improvement projects within the Account Support Department to enhance productivity and effectiveness. Â
- **Customer Satisfaction**:Ensure high service quality by meeting First Time Right (FTR), turnaround time (TAT), and credit processing standards. Â

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**Experience, Skills & Qualifications**:Â
- Essential _Â
- Ability to work independently in a complex environment, proactively addressing and solving issues within the role's scope. Â
- Strong verbal and written skills in English and German, with the ability to convey complex information clearly and persuasively. Â
- Strong administrative, contract management, project, and time management skills. Â
- Excellent interpersonal, negotiation, and leadership skills, with the ability to align with various teams and motivate others. Â
- Experience with CRM systems (Salesforce required, SAP optional) and other business tools. Â
- Bachelor's or master's degree (or equivalent) and proficiency in MS Office, particularly Excel. Â

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- Desirable _Â
- Experience in guiding teams, providing clear direction, and supporting professional development. Â
- Flexible mindset with a willingness to learn and improve workflows. Â
- Strong ability to build team spirit, manage conflicts, and foster a supportive work environment. Â

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LI-ES1 Â

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At Springer Nature, we value the diversity of our teams and work to build an inclusive culture, where people are treated fairly and can bring their differences to work and thrive. We empower our colleagues and value their diverse perspectives as we strive to attract, nurture and develop the very best talent. Â

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If you have any access needs related to disability, neurodivergence or a chronic condition, please contact us so we can make all necessary accommodation. Â

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