Customer Relationship Specialist

Job Summary Reporting to the Manager of Customer Relationship Management, the primary responsibility of the Customer Relationship Specialist is to create a customer-centric consulting service that promotes current and new business development. This position will also build and manage relationships for IEEE Conferences, Events, and experiences and facilitate timely and transparent control processes. Additionally, this role serves as a liaison for the Customer Relations team and acts as an in-house advocate for the customer, supporting the team manager with various projects and coverage as needed. The position involves coordination, account management, compliance, and influencing, requiring a thorough understanding of the priorities of the assigned accounts as well as those of relevant stakeholders. These stakeholders include the IEEE Management Council members, IEEE Geographic Unit Officers, Society Officers and Executive Directors, and the Managing Director of Conferences, Events, and Experiences (CEE).

Moreover, this position provides guidance on best practices, manages project portfolios, leverages resources, and streamlines processes. The individual will also manage multiple projects simultaneously and will be responsible for identifying gaps and opportunities within the organization. Lastly, the Customer Relationship Specialist will collaborate with subject matter experts to develop and present a customer-centric offering, aiming to improve efficiency, enhance client experiences, and highlight potential new business opportunities.

Key Responsibilities

• Relationship Development:
• Reviews and provides consultation to clients on their conference portfolios; makes recommendations to increase revenue and business opportunities for assigned accounts
• Serves as a representative and a spokesperson for IEEE CEE on initiatives, new tools and service offerings, and outreach of new policies or processes. This would include creation and delivery of presentations to committee meetings and to the customer.
• Develops, builds, and maintains strategic relationships with people at all levels and regions (US and global) of the IEEE organization e.g. volunteers and co-sponsors in the assigned account and various societies as well as with a wide array of external stakeholders (sister societies, vendors, universities, etc.)
• Manages communication and information flow between conference volunteers, CEE, and other stakeholders, keeping them updated on CEE and IEEE progress throughout the planning phases of a conference.
• Sets up and manages regular meetings with CEE sub teams, ensure Service Level Agreements are met and coordinate all account related activity, anticipate and avoid any service breaks or issues. Negotiate resolutions with the vendor and escalate if necessary. Resolve any discrepancies through interaction and outreach with internal and external customers.
• Works with senior representatives of external co-sponsors (Universities, Corporations and Associations) as well as IEEE Society co-sponsors to understand mutual processes and identify opportunities to streamline and collaborate. Act as influencer and change agent.
• Collaborates with other portfolio managers to understand their portfolios, best practices and priorities. Shares best practices with assigned account to provide continuity in CRM support across all portfolios.
• Schedules and facilitates regular meetings and maintains communication with all other supporters of assigned conference portfolios to allow for cross collaboration and knowledge sharing across each portfolio team.
• Escalates issues and non-compliant processes to Manager, CRM
• Operations and Administration
• Develops, manages, and refines processes that ensure all conferences are in compliance with IEEE and Society policies governing conferences. Inventory and compile all existing tracking forms and spreadsheets for assigned accounts. Optimize workflow with approval from all stakeholders.
• Develops, implements, and maintains records and current status on all conferences within assigned portfolios, containing metrics and reporting functionality. Monitors and facilitates the progress of documents through all phases to ensure final approvals and agreements are in place.
• Researches, and troubleshoots questions/problems relating to conference agreements & approvals, conference publications, and financial information. Assists IEEE Conference Volunteers, assigned portfolios, and CEE staff with compliance procedures and requirements including interpretation of policies.
• Works with the Business Operations team to develop, analyze, and distribute relevant reports from the conference database, making and monitoring change requests and communicating status to all relevant stakeholders.
• Researches, innovates, and proposes metrics, analyses, tools, or process changes to improve IEEE CEE and assigned societies' operations• Partners with the service providers and regularly updates their manager on customer priorities. This includes monitoring all existing projects, partnering with committees to understand their strategy, educating department management and peers, working with external preferred partners to develop services that meet customer criteria, and attending meetings to understand partner offerings and opportunities
• Provide administrative support as needed.
• Special Projects
• Leads special projects/initiatives, makes presentations as assigned.
• Responsible for execution of IEEE projects as requested by their manager.

Travel : up to 25%

Education

• Bachelor's degree or equivalent experience or equivalent experience required

Work Experience

• 2-4 years of related work experience required; 4-6 years preferred
• 2-4 years Project Management experience required

Skills and Requirements

• Excellent organizational skills
• Excellent communications skills
• Excellent creation and delivery of presentations
• On-demand collaboration, online meeting, web conferencing and video conferencing tools
• Experience in training and education
• Must demonstrate a sense of responsibility, tactfulness, diplomacy, and discretion as is required to deal with a diverse group of customers
• Database management and analysis preferred
• Must possess an exceptional ability to multi-task with great attention for detail
• Must be an open and transparent communicator
• Must be able to accept and apply constructive criticism and yet continue to assert own ideas and maintain creativity and integrity
• Must exhibit a positive professional work ethic
• Must be a technologically savvy who seeks out technology solutions to business challenges.
• Must be experienced in Google Apps and Microsoft Suite
• Some travel (Domestic/International) required, with occasional evening / after hours work

Other Requirements:

As defined in IEEE Policies, individuals currently serving on an IEEE board or committee are not eligible to apply.

PLEASE NOTE: This position is not budgeted for employer-sponsored immigration support, this includes all persons in F (both CPT and OPT), J, H, L, or O status.

For information on work demands and conditions required for this position, please consult the reference document, ADA Requirements. This position is classified under Category I - Office Positions.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. =============================================== Disclaimer: This job description is proprietary to IEEE. It outlines the general nature and key features performed by various positions that share the same job classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties and qualifications required of all employees assigned to the job. Nothing in this job description restricts management’s right to assign or re-assign duties to this job at any time due to reasonable accommodations or other business reasons.