VP of Customer Operations and Accounts Management (...

The Choice is managing a direct hire search for our client, a DC- area organization that produces subscription newsletters as well as industry data for executives in the residential mortgage sector.The Vice President of Customer Operations and Accounts Management will head customer support and subscription sales operations for the organization which will include maintaining relations with existing clients, fielding questions about products, managing billing and renewals for both small and large clients, and fielding inquiries from prospective customers.This is not a cold sales position and the office is not a sales environment. Very tenured, professional, and supportive office staff. No previous experience in the mortgage industry required at all.The ideal candidate will have/will **Tenured, demonstrated experience in a B2B renewal environmentHighly ** Experience working with a fulfillment system (Multipub experience would be a large plus.)Must also have experience working with a CRM.Previous experience managing a direct report preferredCustomer-service orientedJob Duties and Responsibilities will *****Develop relationships with potential enterprise subscribers and licensing clients as well as maintaining and supporting existing relationships. Monitor and facilitate renewal of various subscription plans.Oversee delivery and renewal schedules for all products while managing fulfillment systems and processes.Develop pricing and new product recommendations in consultation with senior management team.Provide product information in a consultative manner and assist customers in finding the product(s) that meet their needs.Troubleshoot individual customers' access and billing issues. Provide basic technical support to help customers access information via website.Communicate billing and payment information, including renewals.Police improper usage of company product and remediate with customers.Manage reprint and permission requests.Manage customer service/office administration staff.Collaborate with research and editorial staff to deliver custom products.Team with marketing staff to promote sales and renewals.Manage customer data and fulfillment system and ensure data integrity. Serve as point of contact with fulfillment system vendor and its support staff.Develop thorough knowledge of front and back ends of company website to assist customers.Generate various internal systems reports and interact with accounting team.Interact with customer billing portals, including government registration/contract systems, as required.This is a hybrid organization, however, there is some flexibility with the schedule and in-office days. The office is located in Bethesda- parking will be included.

Created: 2025-01-19