Institutional Partnerships Account Development Specialist

What we can offer you
We provide a range of benefits across our locations, including but not limited to:

• We are a remote-first organization and most of our roles are work-from-home
• 4 additional wellbeing days in addition to existing annual leave allowance
• Access to learning platforms and dedicated learning & development time
• A range of wellbeing initiatives, including free online yoga classes and an employee assistance plan
• Employees can dedicate three days each year to volunteer

We are currently looking for a candidate to join Institutional Partnerships Global Accounts Development team. As an Institutional Partnerships Account Development Specialist you will play a crucial role in expanding Frontiers’ Institutional Partnerships Program worldwide by providing first-class service to institutional partners. These partners include research-performing organizations such as universities, library consortia, and research funders. Your dedication and proactive approach will ensure our partners receive the best support, driving forward our mission to make science open.

Key Responsibilities

• First point of contact for a portfolio of institutions, developing relationships and processes with them and ensuring their positive experience.

• Timely onboarding, retention and satisfaction of a defined portfolio of existing institutional partners.

• Handling the renewal of existing agreements and upsell opportunities.

• Overseeing processes and communications for reporting and eligibility verification for articles by authors affiliated with the partner institution.

• Onboarding of new partner institutions including explaining processes and an introductory webinar / training on workflows and the online dashboard.

• Regular liaison with Accounting department and Institutional Partnerships Specialists responsible for acquiring new partners.

• Maintain up-to-date records for assigned institutional partners.

• Handling internal and external queries related to the Program; co-responsibility for shared inbox and forwarding enquiries as required.

• Collaborate with Institutional Partnerships specialists responsible for acquiring new partners.

• Timely roll-out of agreed process/workflow improvements.

• Support the Institutional Partnerships Account Development Manager in areas including:

• development of Program and portfolio tracking and reporting tools,

• development of workflow documentation, communications materials, and Standard Operating Procedures, and

• execution of customer satisfaction surveys.

Knowledge, Skills & Experience

• Experience in working in scholarly publishing/ Open Access/ university library/ scholarly communications office role/ scientific background

• Proven account management, account support or customer support/service experience of 1+ year.

• Experience in an account management, account support or customer support/service role within a B2B/ institutional customer environment is a plus.

• Customer-focused, adept at trouble-shooting, solution focused and proactive in approach.

• Invested in personal development, with a willingness to learn, grow and share knowledge within the team and the wider department.

• Proven track-record of building strong relationships.

• Fluency in English (written and spoken) required, professional working proficiency in Italian a big plus.

• Proactive in developing and improving collaborations and processes.

• Strong project management and organizational skills.

• Strong Microsoft Office skills (esp., Excel).

• Good presentation skills.

• Ability to work independently with minimal supervision.

• Interest in Open Access and/or scholarly communications.