Sales Coordinator, Institutional Sales Operations, AACR Journals

The Sales Coordinator of Institutional Sales Operations provides high‑quality customer service and operational support for AACR’s global institutional subscription business. This role manages day‑to‑day subscription administration, access provisioning, usage reporting, and CRM data integrity to ensure institutional customers receive accurate, timely, and seamless service.

The Sales Coordinator supports the contract sales agents in specific territories and serves as the primary operational contact for distributors and institutional customers. The Sales Coordinator works collaboratively with sales team members to ensure consistent coverage, cross‑training, and continuity during absences or peak periods.

This position is essential to maintaining AACR’s operational excellence, supporting institutional renewals, and ensuring accurate data flows between Sales, Finance, and other key stakeholders.

Customer Service & Account Support

• →Respond to institutional customer and subscription agent inquiries promptly, accurately, and professionally.
• →Serve as the primary operational liaison for assigned contract sales agents, supporting renewal efforts, customer requests, reporting, and account administration.
• →Resolve access issues, subscription questions, and account discrepancies; escalate complex cases as needed.
• →Provide territory‑specific support while maintaining cross‑coverage for global customers during absences or high‑volume periods.

Order Processing & Subscription Administration

• Enter and process institutional subscription orders accurately, including pricing, terms, and customer details, in Salesforce.
• Coordinate with Finance to ensure correct invoicing, payment reconciliation, and account status updates.
• Maintain clean, audit‑ready subscription records and documentation.

Access Provisioning & Technical Setup

• Set up and maintain IP ranges and access configurations in AACR’s journals hosting platform.
• Work with hosting vendor to ensure timely activation, seamless access, and accurate subscriber file uploads.
• Troubleshoot access issues and coordinate technical resolutions.

Reporting & Data Analysis

• Generate COUNTER usage reports and other analytics for customers, Sales, and internal stakeholders.
• Prepare data files and reports to support renewals, pricing proposals, and business reviews.
• Produce monthly and ad hoc operational reports, including subscriber usage and account status.

Salesforce (CRM) Administration

• Maintain accurate account, subscription, and contact data in Salesforce.
• Follow established workflows and data‑quality standards; identify inconsistencies and correct errors.
• Support sales team management in implementing CRM improvements, new features, and data‑quality initiatives.

Operational Coordination & Cross‑Functional Support

• Assist with preparing customer files for Finance to initiate invoicing.
• Maintain internal documentation and contribute to the institutional sales knowledge base.
• Perform additional duties as assigned to support the institutional subscription sales program.

• BA or BS degree required.
• 3–5 years of customer service, subscription/membership administration, or operational support experience, preferably in scholarly publishing.
• Strong customer service orientation with the ability to communicate clearly and professionally with contract sales agents, subscription agents, and customers.
• Demonstrated ability to manage high‑volume, detail‑heavy workflows with accuracy and consistency.
• Experience working with CRM systems (Salesforce strongly preferred).
• Comfort troubleshooting access issues and working with hosting platforms or technical vendors.
• Strong analytical capabilities and experience working with data, reports, and usage metrics.
• Excellent written and verbal communication skills.
• Ability to work independently, collaboratively, and cross‑functionally in a fast‑paced environment.
• Flexible and adaptable, with the ability to provide territory coverage during absences or peak periods.

Skills & Competencies

• Proficiency in Microsoft Excel (sorting, filtering, pivot tables, basic analysis).
• Strong attention to detail and commitment to data accuracy.
• Solid organizational and time‑management skills.
• Ability to interpret usage data and subscription information.
• Proficiency in Microsoft Office applications (Excel, Word, PowerPoint, Teams).