Key skills
CRMLeadershipCommunicationAccount ManagementSales
About this role
Role Overview
- Serve as an OCLC Customer Data Steward, responsible for managing data in the Master Data Management (MDM) system.
- Manage the team responsible for adding, deleting and updating customer account information in OCLC’s MDM, CRM (customer relationship management) and related internal systems.
- Manage the creation and maintenance of OCLC symbols, which are used to identify libraries in WorldCat.
- Provide input to the OCLC Data Governance Committee as needed on the customer and account management processes.
- Serve as first-line support for any OCLC customer with changes to their customer information, such as new contacts, addresses, phone numbers, email address and for all customers, or additions, changes or questions about their OCLC symbols.
- Provide sales operations support by developing price quotes for WorldShare Management Services, OCLC Cataloging, WorldShare ILL and Tipasa subscriptions in the Americas, along with other services that might be added to the OCLC service suite.
Requirements
- Position requires a bachelor’s degree in Business or related field
- A minimum of 10 years of management in a data management, customer support, billing or order management environment.
- Managerial and leadership qualities, with demonstrated experience managing projects and supervising staff.
- Excellent interpersonal and verbal communication skills.
- Able to handle high-stress situations effectively, with tact and diplomacy.
- Strong analytical skills are required, including problem-solving, team-building and process-analysis skills.
Benefits
- Free use of our on-site fitness center, gym sports, group exercise classes, and game room
- Onsite catering and cafeteria subsidized by OCLC
- Health and wellness events
- Paid parental leave and adoption assistance
- Tuition reimbursement and Public Service Loan Forgiveness eligibility
- Company-subsidized pricing on local tickets and memberships