Client Services Account Coordinator

Elsevier • North Andover, MA

9d

About The Position

The Client Services Account Coordinator will guide customers through the implementation of our Editorial Manager® and ProduXion Manager® software. You will assist our customers in configuring and using Editorial Manager® and ProduXion Manager® software working with and optimizing their editorial and publishing workflows. Providing extensive customer training for both services. Troubleshooting and tracking customer questions and suggestions related to the set up and subsequent use of Editorial Manager® and ProduXion Manager® software. Serving as the primary interface for reporting and tracking system bugs.

Requirements

• Experience working in a software support / customer service-related field or in an editorial office. Experience in the scholarly publishing industry and editorial and production management software are extremely valued.
• Have an accredited education in related field coupled with account management and business development skills.
• Display demonstrated excellence in written and verbal communication skills.
• Be detailed orientated with exceptional organizational skills.
• Be highly flexible and diplomatic with the ability to work in a collaborative team environment.
• Be comfortable with continuous knowledge growth in the system including new functionality vis monthly releases.
• Able to manage through competing priorities.
• Must be eligible to live and work in the United States.

Responsibilities

• Maintaining direct contact with customers and troubleshooting software-related issues that they and their end-users may experience.
• Coordinating the implementation of customer data and scheduling. This includes implementation system training.
• Performing Editorial Manager® and ProduXion Manager® Software testing and recreating system problems the customer may experience.
• Acting as the liaison between customers, product management and engineering staff.
• Managing all products for assigned customers. This includes featured development requests, customer reports, ongoing training needs, and customer tutorials.
• Understanding and identifying potential growth opportunities with assigned accounts.
• Contacting customers proactively regarding new features that will be beneficial to their workflow.
• Conducting sessions at our annual User group meeting, preparing presentations and presenting to the group.

Benefits

• Health Benefits: Comprehensive, multi-carrier program for medical, dental and vision benefits
• Retirement Benefits: 401(k) with match and an Employee Share Purchase Plan
• Wellbeing: Wellness platform with incentives, Headspace app subscription, Employee Assistance and Time-off Programs
• Short-and-Long Term Disability, Life and Accidental Death Insurance, Critical Illness, and Hospital Indemnity
• Family Benefits, including bonding and family care leaves, adoption and surrogacy benefits
• Health Savings, Health Care, Dependent Care and Commuter Spending Accounts
• Up to two days of paid leave each to participate in Employee Resource Groups and to volunteer with your charity of choice

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed