About Silverchair

Silverchair is a mission-driven SaaS company specializing in solutions for the scholarly publishing industry. Our recent growth through strategic acquisitions has led to an expansion of our workforce into multiple United States jurisdictions and seven other countries, leading to increased complexity and exciting new challenges. Our company has always valued culture as a competitive differentiator, and we recognize the importance of preserving the defining principles of our values as we grow. If you are a dynamic hands-on human resources (HR) leader who thrives in complexity and is motivated by the opportunity to scale a people-centered business, this might be the job for you.

Overview

The Client Solutions Manager is responsible for helping to maintain customer satisfaction for clients and journals using ScholarOne Manuscripts, the premier submission and peer review system for academic publishers. The Client Solutions Manager is also responsible for consultation and configuration changes to clients’ ScholarOne Manuscript sites.

What You Will be Doing

• Deliver exceptional client service on a day-to-day basis
• Develop and maintain strong customer relationships
• Perform configuration changes to live ScholarOne Manuscripts sites
• Recommend and deliver solutions to customers, ensuring quality and timeliness of service
• Collaborate with Client Specialists on client meetings and projects
• Ensure client retention by supporting Sales, Implementation, and Customer Success teams
• Create and manage large-scale feature roll outs
• Update internal and client-facing documentation
• Oversee timely management of journal transfers and closures
• Escalate and track priority cases through to completion
• Communicate and escalate awareness of priority defects and issues
• Provide timely and accurate billing information to accounting
• Oversee case management and reporting for assigned cases, projects, and clients
• Support new product development projects

Required experience

• Proven ScholarOne Manuscripts application knowledge and experience
• Background and/or knowledge of academic publishing
• Experience in delivering solutions based on customer needs
• Proven ability to manage multiple projects at a time with strict attention to detail
• Natural relationship builder who is reliable and acts with integrity and maturity
• Define, document, and manage projects with minimal supervision, while working with multiple teams that may have differing priorities and working/cultural practices
• Excellent verbal and written communications skills
• Self-motivated and able to thrive in a results-driven environment
• Project management experience, candidates with experience using project plans and issue logs, software implementations, and scholarly publishing preferred
• Strong time management, organizational and interpersonal skills with excellent customer service skills
• Ability to learn new technologies and apply them to evolving business needs
• Expert at Microsoft Office, Google Apps, Salesforce, HTML and help desk support software. Experience with XML and APIs preferred.

Silverchair is an Equal Opportunity Employer. We do not discriminate against any employee or applicant for employment based on race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, veteran status, or any other characteristic protected by applicable laws. We are dedicated to ensuring a fair and inclusive hiring process for all candidates.

We encourage applications from individuals of all backgrounds and experiences and are committed to providing reasonable accommodation for qualified individuals with disabilities in the application and hiring process.