[Hiring] Client Services Manager @IEEE

Role Description

The overall purpose of this position is to develop and implement programs and events that build customer relationships and drive IEEE usage and awareness for multiple communities, including librarians, engineers, R&D management, researchers, students, and faculty. The position will share accountability with IEEE sales & marketing management to:

• Build relationships with IEEE customers in India, Middle East, Africa, CIS Countries, and Bangladesh, encouraging usage and educating researchers, authors, librarians, and administrators about IEEE publications, the IEEE Xplore Digital Library, authorship, and other IEEE platforms and products.
• Incorporate resourcefulness and solutions orientation to manage time and workload, balancing demands and priorities.

The position will be remote, based in the Delhi metro area. This position has no direct reports.

Specific duties include but are not limited to:

• Plan, organize, and lead programs of awareness, training, and customer support using a variety of modalities (online, hybrid, and in-person), supporting IEEE Global Sales in a defined territory.
• Develop and implement workshops and events that educate, build customer relationships, and drive IEEE engagement for multiple audiences, including librarians, authors, engineers, students, engineering management, and faculty.
• Collaborate with IEEE sales management, Client Services team, and locally based sales representatives to prioritize activities and plan efficient travel itineraries for a region that includes academic, corporate, and government customers.
• Support IEEE Open Access by educating administrators and authors on OA workflows and author tools.
• Assist with introductions of new IEEE products and platforms.
• Support customers in roll-out of new subscriptions and monitor usage to encourage promotion of new content or platforms.
• Report customer feedback to product development and design teams through regular reports and updates to customer request lists. Report issues that interfere with usage or access via regular meetings with product staff.
• Create client-specific training and promotional materials, including custom video tutorials, flyers, and user guides.
• Monitor emerging trends in library outreach, Open Access, and scholarly communication.
• Manage University Partnership Program and events in the territory.

Qualifications

• Bachelor's degree or equivalent experience from an accredited university or college.
• 7+ years of experience.
• Proven track record of fostering strong customer relationships.
• Presentation, live demonstration, or interactive training expertise (required).
• Library, publishing, marketing, or STM database experience (preferred).