Account Coordinator - Ursus, Inc.

The Account Coordinator is responsible for managing and developing institutional client accounts, ensuring exceptional customer support, and maintaining relationships with institutional subscribers. Key tasks include activations, renewals, customer support, license management, upselling subscriptions, and basic technical support. The account coordinator must communicate effectively and propose solutions to meet client needs while also providing platform support related to subscription access.

RESPONSIBILITIES

• Contribute to team goals and initiatives through independent and team collaboration.
• Serve as the primary contact for institutional subscribers, delivering exceptional support and communication.
• Manage invoicing, processing, and activation of new subscriptions and annual renewals.
• Drive sales by understanding customer needs and recommending appropriate services.
• Onboard and integrate new customers/users in collaboration with the team.
• Maintain accurate customer information in financial and subscription databases.
• Conduct routine checks to ensure subscriber contracts are up to date.
• Track non-renewals and engage with lapsed customers to re-establish contact.
• Monitor and analyze customer usage of the product.
• Report progress on initiatives to stakeholders.
• Provide basic technical support and track service issues reported by customers.
• Assist Customer Service and internal staff with related inquiries.
• Support quality assurance and user acceptance testing for new platform features.
• Perform administrative tasks and assist with data entry projects.
• Cross-train other Administrators as needed.
• Lead or perform additional tasks as required.

REQUIREMENTS

• Proven experience in account management or related fields.
• Sales experience is advantageous; strong sales potential and growth mindset are welcomed.
• Self-starter with the ability to work independently and make decisions with minimal supervision.
• Strong analytical skills for gathering and presenting sales data.
• Proficient in Microsoft Office; familiarity with data processing methodologies is preferred.
• Effective communicator across various mediums with internal and external stakeholders.
• Strong relationship-building skills, demonstrating integrity and reliability.
• Excellent prioritization and organizational abilities, with attention to detail.
• Adaptable to changes and unexpected events.
• Good judgment aligned with company policies and procedures.
• Team player with a positive attitude and enthusiasm for collaboration.
• Punctual and reliable attendance.

EDUCATION and/or EXPERIENCE

• Associate degree and a minimum of three years of related work experience; equivalent education and experience will be considered.

LANGUAGE SKILLS

• Ability to read and interpret documents, write reports and correspondence, and effectively present information in small group settings.

MATHEMATICAL SKILLS

• Competence in basic arithmetic and the ability to compute rates, ratios, and percentages.

REASONING ABILITY

• Ability to solve practical problems with limited standardization and interpret various forms of instructions.

PHYSICAL DEMANDS

• Occasionally required to stand, walk, sit, use hands, reach, climb, stoop, kneel, talk, and hear. Must be able to lift and/or move up to 25 pounds occasionally.

WORK ENVIRONMENT

• Moderately quiet work environment that is collaborative, involving interaction with internal and external stakeholders.

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