Specialist, Standard Methods Online Subscription Management
Water Environment Federation
Location: Alexandria, Virginia
Type: Full Time (Remote & In Office)
4 Year Degree
Telecommuting is allowed.
Internal Number: 1056
How This Position Contributes to the Team
Reporting to the Senior Manager, Digital Publishing, the Specialist, Standard Methods Online Subscription Management manages WEF’s Standard Methods Online subscriptions, customer service, data integrity, and reporting.
NOTE: This position is open to either hybrid work – 80% remote and 20% in-office (Alexandria, VA) – or 100% remote work and requires travel to WEF’s annual conference.
Establishes and maintains customer relationships with Standard Methods Online subscribersand customers by overseeing StandardMethods.org and responding to requests from customers within 48 hours.
Works with customers to determine the appropriate licensefor their organizations.
Manages invoice requests and invoice payment trackingfor customers andlogs all informationin Standard Methods folder.
Sets up accounts in Atypon, activating subscriptions, assigning licenses, providing credentials to licensees, and adding Administrator(s) to Institutional accounts.
Resolves customer requests, inquiries, and issues, escalating to Atypon or appropriate WEF, APHA, and AWWA staff as needed to ensure satisfaction.
Provides technical support for Standard Methods Online customers, including authentication of customer account(s) in Atypon, resetting passwords, and troubleshooting customers’ access issues.
Maintains shared Standard Methods folder, which includes all incoming requests, customer contact information, invoice and customer numbers assigned by APHA accounting department, subscription dates, purchase history, and all other customer information.
Maintains customer data integritybetween the Atypon system and shared Standard Methods folder.
Creates monthly subscription reportsby the 8th day of each month, including Current Subscriptions by Category, Upgraded Subscribers, New vs. Renewal Subscribers, Renewal Potential, YOY Renewals, Subscriptions by Country, and Downloads by Method. Provide consolidated reports in Word document to Senior Manager, Digital Publishing.
Provides monthly customer service reports, including customer contact volume, contact types, and outstanding payments.
Performs other duties as assigned.
4+ years’ experience managing subscriptions and providing customer service.
Excellent written communication skills.
Problem-solvingand critical thinking skills.
Demonstrated ability to work effectively with others.
Detail oriented and accurate.
Ability to work independently with minimal supervision.
Patient, empathetic, and customer focused.
Intermediate computer skills with knowledge of Microsoft Office Suite, Google Docs, as well asprevious experience or ability to learnContent Management Systems (CMS)andAssociation Management Systems (AMS).
Previous experience with Atypon.
Previous experience with Fonteva.
This person will work primarily in an office environment using standard office equipment.
WEF reserves the right to require proof of COVID-19 vaccination or other compliance with public health measures as a condition of employment. This is not mandatory at this time.
WEF is an equal opportunity employer and does not discriminate in hiring or employment on the basis of race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.
The Water Environment Federation (WEF) is a not-for-profit technical and educational organization of more than 30,000 individual members and 75 affiliated Member Associations (MAs) representing water quality professionals around the world. Since 1928, WEF and its members have protected public health and the environment. WEF and its global network of members and member associations provide water quality professionals around the world with the latest in water quality education, training, and business opportunities. WEF’s diverse membership includes scientists, engineers, regulators, academics, utility managers, plant operators, and other professionals. WEF uses this collective knowledge to further a shared goal of improving water quality around the world.
WEF is operating under a new Strategic Plan built on the vision of a life free of water challenges. Our ultimate goal is a world where each person has access to clean water and sanitation, where communities prosper, and where nature thrives. The key strategic goals under the new Strategic Plan are: 1) to attract and develop a diverse and passionate workforce; 2) to cultivate a purpose-driven community to sustainably solve water c...hallenges for all; and 3) to lead the transformation to the circular water economy.
The new Strategic Plan embodies WEF’s embrace of diversity, equity, and inclusion in all that we do. WEF is committed to equity and inclusion in all aspects of our work, including within the governance structure and leadership, WEF partners, WEF staff, and the WEF membership. This commitment to diversity, equity and inclusion will guide our work and our programs, culminating in outcomes that improve public health for all.