Edtech.com's Summary

Elsevier is hiring a Client Services Account Coordinator. The role involves guiding customers through the implementation and optimization of Editorial Manager® and ProduXion Manager® software, providing extensive training, troubleshooting software issues, and acting as a liaison between customers, product management, and engineering teams to support publishing workflows.

Highlights

Maintain direct contact with customers to troubleshoot software-related issues for themselves and their end-users.
Coordinate implementation of customer data and scheduling, including system training.
Test Editorial Manager® and ProduXion Manager® software and recreate system problems reported by customers.
Serve as liaison among customers, product management, and engineering staff.
Manage all products for assigned customers, including feature requests, reports, and training.
Identify and pursue potential growth opportunities within assigned accounts.
Proactively contact customers about new software features beneficial to their workflows.
Conduct sessions and prepare presentations for the annual User Group meeting.
Experience required in software support, customer service, editorial office, or scholarly publishing industry.
Must possess an accredited education in a related field along with account management and business development skills; strong communication and organizational skills; ability to manage competing priorities and work collaboratively; eligibility to live and work in the U.S.; familiarity with ongoing system updates.
U.S. National Base Pay Range: $44,500 - $74,100; includes comprehensive health benefits, 401(k) match, wellness programs, family benefits, and flexible working hours.

Client Services Account Coordinator Full Description

Are you capable of managing large publisher accounts?

Do you have interest in exploring new developments in the Scientific Technical Medical publishing community?

About the Role

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.

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.

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.

Work in a way that works for you

We promote a healthy work/life balance across the organization. We offer an appealing working prospect for our people. With numerous wellbeing initiatives, shared parental leave, study assistance and sabbaticals, we will help you meet your immediate responsibilities and your long-term goals.

Working flexible hours - flexing the times when you work in the day to help you fit everything in and work when you are the most productive

Working for you

We know that your wellbeing and happiness are key to a long and successful career. These are some of the benefits we are delighted to offer:
- 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

About the Business

A global leader in information and analytics, we help researchers and healthcare professionals advance science and improve health outcomes for the benefit of society. Building on our publishing heritage, we combine quality information and vast data sets with analytics to support visionary science and research, health education and interactive learning, as well as exceptional healthcare and clinical practice. At Elsevier, your work contributes to the world's grand challenges and a more sustainable future. We harness innovative technologies to support science and healthcare to partner for a better world.

Salary Range

To be added when data can be disclosed

U.S. National Base Pay Range: $44,500 - $74,100. Geographic differentials may apply in some locations to better reflect local market rates.

We know your well-being and happiness are key to a long and successful career. We are delighted to offer country specific benefits. Click here to access benefits specific to your location.

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Original Job Description