About the Role

The Account Coordinator will guide customers through the implementation of our Editorial Manager® and ProduXion Manager® software.

Assisting customers in configuring and using both software. Working with and optimizing editorial and publishing workflows and providing extensive customer training for both services.

You'll troubleshoot and track customer questions and suggestions related to set up and subsequent use of our 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's 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.
• Have knowledge of multiple computer platforms and internet browsers.
• 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. Coupled with the ability to manage through competing priorities.

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
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