Nicholas Klein

Experience

• 

  The Henry Ford

  Jun 2006 - Mar 2011

  Call Center Supervisor

  • Responsible for leading and participating in the development, conceptualization, and implementation of all call center programs.• Consult and develop both standard and customized educational programs and facilitate the delivery for museum staff and external clients. • Effectively manage 15-20 employees daily. • Provide support, knowledge, and expertise for all institutional programming.• Contribute to the effective team management of all problems, issues, and opportunities.• Evaluate and conduct full time and part time employees yearly evaluations.• Hire Call Center personnel.• Perform other activities as necessary. Show less

• 

  ProQuest

  Apr 2011 - now

  • Nurtures account retention and portfolios by proactively engaging with clients to gain insight, communicate new and improved product functionality, identify opportunities, and foster add-ons and upselling. • Maintains client base and corresponding retention volume by undertaking usage analysis, research, negotiation, and other activities that increase and solidify customer loyalty to ProQuest products through emails, phone calls, and other client communication venues. • Handles all renewal order management through Order Cloud and customer portals as required. • Identifies, manages, and resolves issues via collaboration with internal teams such as Product Management, Customer Experience and Service, and Implementation. • Acts as an advocate for both the client and ProQuest to ensure expedient and appropriate resolutions. • Executes regular account reviews, including contract status, product migration and cross-sell/upsell opportunity, account penetration, and issue review, providing updated and regular status reports to Account Managers and CRM/Sales Directors. • Identifies and pursues new business opportunities with existing clients in conjunction with Product Specialist and/or Account Manager’s efforts. • Collaborates with Account Managers and Product Specialists to support overall sales strategy and account support. • Identifying, executing, and timely entry of campaign leads and client activity into SalesForce.com. • Provides weekly reporting to Account Managers, Product Specialists and Regional Sales/CRM leaders and escalates any issues that would impact renewal or new business. • Actively learns about ProQuest offerings and products. Show less • Direct and plan activities of the customer service representatives.• Provide coaching to associates as needed regarding job and personal performance.• Oversee team success by monitoring performance objectives, providing and coordinating staff training, and functioning as a key team member to accomplish goals. Conduct regular performance reviews of employees and develop appropriate development plans to increase skill level and/or modify behavior, and realign work as needed. Maintain a fair, consistent set of standards as they apply to the customer service teams.• Interview and hire employees, as needed• Train, guide and monitor new team members in all aspects of the customer service position.• Maintain the flow of incoming phone calls, emails, account maintenance requests and new order processing. Review weekly/monthly statistics and analyze the data making changes as needed.• Act as liaison between Sales, Marketing, GMS, Finance, and Legal teams to ensure proper design and implementation of procedures and systems to support business growth.• Maintain a solid understanding of all products and systems to effectively manage changing business needs.• Analyze and develop resolutions to existing issues while ensuring that company policies and procedures are maintained.• Continuing development of long term strategy to streamline processes and support additional business growth.• Monitor individual client expectations and implement appropriate service level modifications to meet clients’ needs. Ensure that each customer receives outstanding customer service.•Work with Sales Managers to achieve and develop close working relationships.• Provide backup support to the customer service staff as needed.• Perform other related duties as assigned. Show less • Provide K12 schools, universities, and public libraries customer access to electronic educational databases.• Responsible for a fourteen state territory serving 4,000+ accounts with basic technical issues, account setup/maintenance, and billing.• Serve as a focal point for sales, marketing, technical support, product development, finance, order control and customers.• Requires in-depth knowledge of processes, systems, business rules, pricing, and other changes affecting orders and customers.• Accurately invoice customers based upon established process, including ensuring future data is captured for the following years’ renewal(s).• Possess in-depth understanding of all electronic systems including pricing, hierarchical/tiering structure, usage tracking/reporting, renewals, trials, processing requirements and all output reports.• Serve as central point of contact for sales, marketing, publishing, finance, accounting, and other areas related to status of renewals and orders and all related data.• Use predetermined order value parameters to a.) Follow-up with customers, communicate required information, ask for the required information. Provide in-house support to all internal and external sales staff.• Organized, ability to manage multiple tasks with minimal errors.• Social Media Specialist- Monitored social media networks, communicated with customers using social media analytics software, build brand equity via social media channels, Measure the impact of social media efforts using various metrics (e.g., online conversations, tonal sentiment, viral impact, search visibility, views, reach, etc).• Perform other activities as necessary. Show less

  • Renewals Account Manager

    Jul 2019 - now

  • Customer Support Supervisor

    Mar 2013 - Jul 2019

  • Customer Support Representative

    Apr 2011 - Mar 2013