Client Services Account Coordinator

TL;DR

Client Services Account Coordinator (Customer Support): Guiding customers through implementation and use of Editorial Manager® and ProduXion Manager® software with an accent on customer training, troubleshooting, and account management. Focus on managing large publisher accounts, coordinating software implementation, and acting as liaison between customers and engineering teams.

Location: North Andover, Massachusetts, United States

Salary: $44,500 - $74,100 (U.S. National Base Pay Range)

Company

Global leader in information and analytics supporting science and healthcare through publishing and data analytics.

What you will do

• Maintain direct contact with customers and troubleshoot software-related issues.
• Coordinate implementation of customer data, scheduling, and system training.
• Test software and recreate system problems experienced by customers.
• Serve as liaison between customers, product management, and engineering staff.
• Manage assigned customer products including feature requests, reports, and training.
• Identify growth opportunities and proactively communicate new features to customers.

Requirements

• Experience in software support, customer service, or editorial office, preferably in scholarly publishing.
• Accredited education in related field with account management and business development skills.
• Excellent written and verbal communication skills.
• Detail-oriented with exceptional organizational skills.
• Highly flexible, diplomatic, and able to work collaboratively in a team.
• Must be eligible to live and work in the United States.

Culture & Benefits

• Flexible working hours to support work/life balance.
• Comprehensive health benefits including medical, dental, and vision.
• 401(k) retirement plan with match and Employee Share Purchase Plan.
• Wellness programs including Headspace app subscription and Employee Assistance.
• Family benefits including bonding, family care leaves, adoption, and surrogacy support.
• Paid leave for volunteering and participation in Employee Resource Groups.