Account Manager

Wiley Global Technology • Cary, NC

36d

About The Position

About the Role: About the Role: The Account Manager will serve as the primary point of contact for clients using Wiley Partner Solutions Workflow products, including Research Exchange Submission, Screening, and Review. This role involves managing client relationships, triaging and resolving support inquiries, escalating issues when necessary, and providing training on platform use. The Account Manager will also play a pivotal role in the onboarding of new clients to Research Exchange

Requirements

• Bachelor’s Degree or equivalent
• 1 year in a publishing-related role
• 1 year of customer service experience
• Ability to understand the publishing workflow from content creation through distribution to readers
• Proficient in at least one major online peer review system such as ScholarOne Manuscript Central, Research Exchange, Editorial Manager, or Bench Press
• Ability to work independently
• Ability to collaborate with global remote team
• Shows good judgment in deciding when to escalate issues to management
• Strong interpersonal skills necessary to communicate with clients and advocate for customers with internal resources

Responsibilities

• Customer is able to use the platforms with a minimum of disruption.
• Customer’s end users have a positive experience with platforms
• Platform issues are identified and resolved
• Client’s end users have a positive experience with platforms
• Client understands status and progress of reported issues.
• Client understands status and progress of requested development.
• Wiley gets valuable feedback about the features and operation of the platforms
• Ability to manage resources
• Early warning of response time problems and feature defects
• Demonstrate value of services to clients
• Cross train colleagues to provide backup and integrated support with other services
• Reduce customer support requests
• Ability for business growth and development to increase knowledge of the customer and explore additional sales opportunities.
• Contribute to operationalizing the Research Exchange onboarding process.

Benefits

• We are proud that our workplace promotes continual learning and internal mobility.
• Our values support courageous teammates, needle movers and learning champions all while striving to support the health and well-being of all employees, for example we offer meeting-free Friday afternoons allowing more time for heads down work and professional development.
• We are committed to fair, transparent pay, and we strive to provide competitive compensation in addition to a comprehensive benefits package.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level