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
Create and manage large-scale feature rollouts across multiple client sites
Serve as a point of escalation for complex customer issues, offering expert knowledge for swift and effective resolutions

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
Strong analytical and technical problem-solving abilities
Bachelor Degree or equivalent experience (preferably in computer science, information science, publishing, or related field)

Client Operations Specialist

Key skills