About Silverchair

Silverchair is the premier independent platform partner for scholarly and professional publishers, dedicated to expanding the reach of the world’s most valuable knowledge. By connecting creators, publishers, and users, we amplify the impact of scholarship and enhance the accessibility of critical information. Our global teams build, maintain, and innovate platforms across the publishing lifecycle, facilitating submission, peer review, hosting, dissemination, and impact measurement.

The Silverchair Platform hosts critical research content from such prestigious publishers as Oxford University Press, the American Medical Association, and McGraw Hill, comprising more than 12 million articles and 97k books. ScholarOne Manuscripts is the world's leading scholarly workflow management platform, processing over 3 million manuscripts annually for 9,000+ journal sites and serving 1.1 million monthly active users. ScholarOne Conferences streamlines the academic conference lifecycle for 135+ conferences annually, supporting scholarly publishers and associations worldwide.

Silverchair is a remote-first organization with Silverchairians living and working in over ten countries supporting our clients and operations throughout the globe.

DEI Statement

At Silverchair, we celebrate and embrace diversity in all its forms. We are committed to fostering an inclusive environment from the moment you consider joining our team. We actively encourage candidates from diverse backgrounds to apply, believing that a variety of perspectives and experiences enriches our community, drives innovation, and strengthens our impact.

Equity and inclusion are at the core of our hiring practices, and we strive to build a team that reflects a broad spectrum of cultures, experiences, and viewpoints. We are particularly committed to increasing representation from groups historically underrepresented in technology careers. Your unique experiences and perspectives are not just welcomed but are integral to our collective success. Join us in our mission to create a culture that unites and brings out the best in all of us.

Learn more about our commitment to diversity, equity, and inclusion at Silverchair.

Overview:

The Client Operations Specialist reports to the Team Lead, Client Operations and is a key client-facing role responsible for maintaining and enhancing customer satisfaction for clients using ScholarOne Manuscripts, the premier submission and peer review system for academic publishers. This role combines strategic client relationship management with technical expertise, serving as a trusted advisor who delivers configuration solutions, manages complex escalations, and ensures seamless client experiences.

The Client Operations Specialist acts as a critical liaison between customers and internal teams while leveraging modern AI tools to drive operational efficiency and superior service delivery.

Essential Functions:

Client Relationship Management:

• Deliver exceptional client service on a day-to-day basis, building and maintaining strong customer relationships
• Serve as the primary point of contact for client consultations, ensuring solutions are delivered with courtesy, empathy, and professionalism
• Recommend and deliver tailored solutions to customers, ensuring quality and timeliness of service
• Ensure client retention by actively supporting Sales and Customer Success teams
• Collaborate with internal stakeholders on client meetings, presentations, and strategic projects
• Build trusted advisor relationships with key client stakeholders through regular engagement and proactive communication

Configuration & Technical Operations:

• Perform configuration changes to live ScholarOne Manuscripts sites with precision and attention to detail
• Create and manage large-scale feature rollouts across multiple client sites
• Oversee timely management of journal transfers, migrations, and closures
• Develop custom solutions or workarounds for unique customer scenarios
• Apply advanced product and workflow knowledge to resolve complex customer problems

Escalation & Issue Management:

• Serve as a point of escalation for complex customer issues, offering expert knowledge for swift and effective resolutions
• Escalate and track priority cases through to completion with appropriate internal teams
• Communicate and escalate awareness of priority defects and system issues
• Collaborate with Tier 3 technical teams to help resolve high-impact customer issues
• Manage multiple complex cases simultaneously while maintaining quality and response time standards
• Support Tier 1 team with escalated issues

Documentation & Process Improvement:

• Update and maintain internal and client-facing documentation
• Contribute to key documentation and support resources for troubleshooting and training
• Provide timely and accurate billing information to accounting
• Provide insights on significant challenges and impactful issues to inform strategic decision-making
• Execute support plans for new products, features, or functionality

Mentorship & Collaboration:

• Collaborate with product development teams to integrate customer feedback into product improvements
• Support new product development projects as a voice of the customer

AI Tools & Technology Competencies:

• Maintain AI literacy and understanding of ethical AI applications in academic publishing and scholarly communications
• Apply AI tools to complex problem-solving scenarios requiring advanced troubleshooting and analysis
• Identify patterns in customer issues and system behaviors using AI analytics to proactively address recurring problems
• Stay current with emerging AI technologies and evaluate their potential application to client operations

Required Skills:

• 3-5 years of experience in client services, technical support, or customer success for a software company
• Proven ScholarOne Manuscripts application knowledge and experience strongly preferred
• Background and/or knowledge of academic publishing industry
• Demonstrated experience in delivering solutions based on customer needs
• Excellent verbal and written communication skills with ability to communicate effectively with both technical and non-technical audiences
• Proven ability to manage multiple projects simultaneously with strict attention to detail
• Strong analytical and technical problem-solving abilities
• Natural relationship builder with integrity, reliability, and maturity
• Self-motivated with ability to thrive in a results-driven environment
• Bachelor Degree or equivalent experience (preferably in computer science, information science, publishing, or related field)

Technical Skills:

• Expert proficiency in Microsoft Office Suite and Google Workspace applications
• Experience with Salesforce CRM or similar customer relationship management systems
• Working knowledge of HTML; experience with XML and APIs preferred
• Familiarity with help desk and ticketing software systems
• Proficiency with AI-powered productivity and analysis tools (e.g., ChatGPT, Claude, Copilot, or similar)
• Experience with data analysis and reporting tools

Desired Experience:

• Project management experience, including use of project plans and issue tracking systems
• Experience with software implementations and client onboarding
• Background in scholarly publishing, peer review processes, or academic communications
• Experience developing training materials and conducting client training sessions
• Knowledge of workflow automation and process optimization techniques

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.

Disclaimer: At this time, we cannot sponsor a new applicant for employment authorization for this position.

No agencies please.

Salary Range: $50,000-75,000