Advanced Entitlement Representative 46 views

Proficiency in Salesforce.com is highly recommended – Strong MS Excel skills are essential.Reporting into the functional lead you will be responsible for the following: Responsible for enabling correct and complete access to and direct support of all contract and trial customers for all web products. Extract necessary information from Salesforce.com or via email and interact with Sales and other Clarivate groups as needed to assure contract or trial setup information is complete and correct. Enable accurate product access for customers within established SLA’s ensuring all customers receive welcome emails. Provide ongoing support of customer accounts for changes and amendments. Timely resolution of incoming queries displaying a high level of professionalism and strong communication skills. Actively and positively participate in staff, global support and corporate meetings, reporting on activities when requested. Provide possible solutions when reporting on problems. Adhering to Clarivate’s audit and compliance controls. Improve and highlight opportunities for processes and departmental efficiencies. This role would be required to drive SLA’s and manage Dash Boards, and help on regular management reporting. Responsible to work with stakeholders to identify a seamless process flow to achieve customer delight. Responsible to create Knowledge articles and effective process documentation to manage new hire trainings. Qualifications/Skills: University level degree or equivalent required. Knowledge of Microsoft Office, Advanced Access and Excel Skills. In-depth knowledge of web product delivery, production systems and processes. Effective communication skills, ability to interact well with internal and external customers Excellent organizational and time management skills and ability to prioritize in a high-volume environment Research skills and able to work on own initiative Personality: Self-driven, results-oriented with a positive outlook and a clear focus on high quality and performance. Keen for new experience, responsibility and accountability. Able to interact with others and be a global team-player/contributor. Proficiency in Salesforce.com is highly recommended – Strong MS Excel skills are essential.

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