Gurgaon, Haryana, India
A result oriented professional with over 10 years of experience in Pre Sales, Front Line Sales, Post Sales, Client Relationship Management, Business Analyses and support. Presently working with Elsevier India Pvt Ltd, Gurgaon as Account Manager, with a responsibility assigned to initiate and develop relationship with Academic & Government accounts in Tier 2 and Tier 3 states in North East & Eastern part of the country. Demonstrated high level of dedication and consistent efforts for developing the new market in geographically, socially and financial difficult territory to enhance product penetration and beating competition in association with direct or indirect channels. Planning and execution of an account specific sales and marketing strategies to generate leads and new sales opportunities as well as resuming the existing business, making product presentations, handling negotiations and leasing with internal management for necessary approvals required to close the sales and generating revenue. Building foundation to harvest future business opportunities and accurate account information and coaching. Actively understanding each customer’s concerns or requirements to propose an appropriate solution. Reviewing public information (e.g. new appointments, library and R&D budgets, key decision makers, press releases and market intelligence etc) for the accounts and status of competition at the respective account to remain updated on key industry trends and issues impacting the prospect. Specialisation in Miller Heiman Sales and Large Account Management Program. Proficient at analysing market trends to provide critical inputs & formulating sales & marketing strategies. Adept at maintaining cordial relationship with customers, ensuring quality and service norms to achieve customer satisfaction and business retention. An effective communicator with excellent relationship building & interpersonal skills.
Contract Management - 1) Processing license agreements in CRM system based on the pricing proposed by Sales to the customer, ensuring compliance with the terms and conditions negotiated. 2) Liaising with the Legal Team for seeking approvals to the agreement's legal clauses and with the Finance Team for seeking approvals on the final price negotiated, for processing the agreement. 3) Sending license agreements to the customers and chasing them to get the agreement signed. 4) Sending the signed agreements to Elsevier HQ in Amsterdam for getting them counter signed by the Global Sales MD.Sending the counter signed agreements back to the customers for thier records. 5) Archieving one copy of the signed agreements in CISCO application for future use. 6) Planning, Managing and Executing the subscriptions & agreements renewal every year with in the deadlines planned. Customer Service Management - 1) Managing Customer Centric Operations & ensuring customer satisfaction by achieving delivery & service quality norms. 2) Handling the local helpdesk as a first point of contact for the customers queries with regards to invoicing, contract, title reconciliation and other similar non-sales related issues. 3) Ensuring that a sound process is developed and intact to effectively facilitate the execution of commercial orders to be processed in the appropriate fulfilment system within the service level agreement of 24 hours. 5) Resolving online access issues of the customers as well as the end users in order to ensure un-interrupted access to thier online subscriptions. 6) Ensuring positive customer dashboard result and NPS (Net Promoter Scores). Sales Support Management - 1) Doing strategic and quantitative analyses for preparing commercial proposals for Academic and Government consortium accounts. 2) Maintaining MIS reports for the Sales and operations teams. 3) Monitering the entire sales process in order ensure the SOX complaince.
Preparing PI and PO for the client. Vendor ship Development in the government organisations. Preparing & placing purchase orders and making follow-ups of consignment with publishers and shippers. Supervising a team of 4 subordinates for order processing and inventory control. Preparing weekly MIS of Sales and distribution for Head Office. Making follow-ups of the consignment with publishers and shippers. Coordinating with production department to ensure timely production of the books required in stock. Coordinating with other branches of the company for Inventory Control Management of the stocks. Dispatching promotion materials like brochures, pamphlets etc. to the Book Shops in Northern India and acquiring purchase orders by follow up.
Processing the orders (Making PI & Invoice) Preparing quotations for government libraries contracts. Sending enquiries regarding availability status, price and discount to the International Publishers. Consolidating client’s orders, segregating them according to publishers and forwarding PO’s to the respected publishers. Consolidating consignments with the shippers. Handling the documentation for remitting foreign payments through bank. Managing the Purchase Invoice by getting all the purchase invoices scanned and saving them in computers for easy retrieval at the time of sending price proofs to government libraries. Procuring books from the local Trading Partners for fulfilling the urgent requirements of the customer’s. Getting the new and forthcoming titles uploaded on the website every week. Handling the companies stall at World Book Fair, India.