Director Of Client Services
Current•Supervise 10+ agents on the Client Services Team•Manage relationship with out-sourced Client Services team located in India with 15+ agents•Determine CS Team direction & initiatives•Primary point of contact for sellers listing & selling products on the Alibris websites & partner websites•Primary internal source of information about the needs, desires, experiences & perceptions of our clients with a view to helping Alibris anticipate and exceed client expectations•Maintain relationships with seller clients for program upgrades, up-selling and cross-selling and general account management•Provide content for Seller newsletters and site documentation•Build and maintain an opportunity pipeline•Educate sellers and prospects on Alibris services and manage objections•Meet revenue targets•Develop superior client relationships•Accurately forecast business and opportunity pipelines as required, updating management on the status•Track common client inquiries and problems with a view to preemptive/proactive solutions•Assist key sellers in the Mega-seller, Professional and Small Publisher seller tiers with account management issues•Actively assist on-boarding of new sellers into the Mega and Professional tiers•Report on activities with the following reports due weekly with a monthly recap: oOn-boarding calls and emails: Track to confirm new sellers are listing inventory–sellers with no listed inventory receive an email/call offering help and adviceoUp-sell Basic program sellers to Gold programoRetention success and account closures•Sellers who are not making sales will be analyzed & then offered advice•Interacting well with Alibris sellers who do not understand how Alibris works are called and helped to understand•Integrate any new Mega-sellers–make sure the seller has all info needed and is set up with automated order processing & more•Partner with Training development team to create seller tutorials & training modules
