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About the Role
The 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'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.
- Able to manage through competing priorities.
- Must be eligible to live and work in the UK.
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