US Client Services Manager

 

Responsibilities:

 

  • Manage small team of ACs who are dedicated to providing day-to-day support to publishers
  • Serve as point of escalation for reported issues and prioritize the escalation according to knowledge of current outstanding issues
  • Run weekly staff meetings to ensure Aries initiatives are conveyed to the team
  • Responsible for managing the training of new hires as they are onboarded and ensure existing team remains up-to-date on latest development
  • Establish goals and identify areas of improvement for staff and monitor their progress on a periodic basis
  • Serve as Client Services representative in interdepartmental technical initiatives
  • Maintain direct communication with key contacts at the publishers assigned to develop an understanding of their unique workflow needs and foster a responsive, collaborative working relationship
  • Develop and manage implementation plans based on specified publisher requirements
  • Lead onsite meetings between Aries and publisher staff to guide strategic initiatives
  • Schedule and maintain regular conference calls (weekly/biweekly/monthly as needed) to address ongoing issues or developments
  • Collaborate with Aries Sales staff to provide feedback in process proposals
  • Conduct demonstrations and trainings for EM and PM either at customer locations or via WebEx as needed
  • Schedule and help implement system training
  • Perform EM and PM software testing in conjunction with Aries ACs and recreate system problems publisher may experience
  • Act as intermediary between publishers, Product Management, and the Engineering staff
  • Manage all projects for assigned customers, such as feature requests, custom reports, ongoing training needs, custom tutorials, etc
  • Identify and communicate opportunities for workflow improvement
  • Attend industry functions such as SSP and CSE meetings
  • Travel as required, about twice a quarter (from a day to a week-long trip abroad; current passport required)
  • Other duties, as may be assigned.

 

Qualifications:

 

Required

  • Minimum three to five years’ experience in STM publishing
  • Experience working in an editorial office or in editorial, production, or customer service position for a scholarly society or publisher
  • Demonstrated excellence in written and verbal communication
  • Basic understanding of Web environment and computer skills
  • Highly flexible and diplomatic
  • Detail oriented, with strong organizational skills
  • Ability to manage through competing priorities
  • Capacity to work in a team environment
  • Bachelor’s degree
  • US citizenship or permanent residency (green card) status

 

Preferred

  • Familiarity with journal peer review and production processes
  • Knowledge of multiple computer platforms and Internet browsers
  • Current or prior membership in SSP, CSE, ALPSP, and or ISMTE
  • Experience managing a small team

 

To apply, please contact Jack Howell, Human Resources Manager, at jhowell@ariessys.com.