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Client Services Account Coordinator, Aries Systems

RES001AC Requisition #

Trusted and relied on by thousands of scholarly journals and millions of global users, Aries’ SaaS based tools bring scientific and medical research from the laboratory to the world.   We help researchers make new discoveries, help doctors save lives, and provide support to healthcare professionals throughout their careers.   If that‘s a cause you want to contribute to, consider joining us.  You‘ll be in good company.  


New to the Elsevier family, Aries Systems has experience tremendous success and has a thirty plus year history of innovation. Aries is dedicated to providing scholarly journals with leading-edge workflow solutions (Editorial Manager, ProduXion Manager and LiXuid Manuscript).  Aries Systems transforms the way scholarly publishers bring high-value content to the world. The company’s innovative and forward-looking workflow solutions manage the complexities of modern print and electronic publishing—from submission to editorial management and peer review, to production tracking and publishing channel distribution.  Aries Systems is committed to delivering solutions that help publishers and scholars enhance the discovery and dissemination of human knowledge.  You can learn more about Aries and our products at: https://www.ariessys.com/

The Account Coordinator (AC) will guide customers through the implementation of our Editorial Manager (EM) and ProduXion Manager (PM) software, as well as provide ongoing support. The AC is responsible for assisting our customers in configuring and using EM and PM to work with their editorial and publishing workflow, and providing extensive customer training for both services. ACs troubleshoot and track customer questions and suggestions related to the set up and subsequent use of the EM and PM software. As this position has potential to develop into a Sr. Account Coordinator role, we are looking for a candidate capable of managing large publisher accounts, as well as someone with a strong interest in exploring new developments in the STM publishing community. The ideal candidate will have 2-3 years experience working in a software support / customer service-related field or in an editorial office. Experience in the scholarly publishing industry is extremely beneficial, and highly preferred.

•Maintain direct contact with customers and troubleshoot software-related issues that they and their end-users may experience.
•Coordinate implementation of customer data.
•Scheduling and implementation of system training.
•Perform EM and PM software testing, and recreate system problems the customer may experience.
•Act as liaison between customers, Product Management, and the Engineering staff.
•Manage all projects for assigned customers, such as feature development requests, custom reports, ongoing training needs, custom tutorials, etc.
•Ability to understand and identify potential growth opportunities within assigned accounts.
•Proactively contact customers regarding new features that might be beneficial to their workflow
•Conduct sessions at our annual User’s Group Meeting, preparing presentations and presenting to group sessions.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

•Basic understanding of customer support in web based environments a must.
•Knowledge of multiple computer platforms and internet browsers.
•Demonstrated excellence in written and verbal communication.
•Detail oriented, with strong organizational skills.
•Ability to manage through competing priorities.
•Highly flexible and diplomatic.
•Ability to work in a collaborative team environment.
•Above-average writing and communication skills.
•Account management, and business development skills a plus.
•Bachelor’s degree.

Elsevier is a global information analytics business that helps institutions and professionals progress science, advance healthcare and improve performance for the benefit of humanity. We help researchers make new discoveries, collaborate with their colleagues, and give them the knowledge they need to find funding. We help governments and universities evaluate and improve their research strategies. We help doctors save lives, providing insight for physicians to find the right clinical answers, and we support nurses and other healthcare professionals throughout their careers.

Elsevier provides digital solutions and tools in the areas of strategic research management, R&D performance, clinical decision support, and professional education; including 
ScienceDirectScopusSciValClinicalKey and Sherpath. Elsevier publishes over 2,500 digitized journals, including The Lancetand Cell, more than 35,000 e-book titles and many iconic reference works, including Gray’s Anatomy. Elsevier is part of RELX Group, a global provider of information and analytics for professionals and business customers across industries.
Elsevier employs over 7,000 people in more than 70 offices worldwide. We are an employer of choice, attracting and developing talented and creative people who thrive in a challenging and fast-paced environment. We offer an excellent compensation and benefits package as well as a real opportunity for career growth in a growing organization. Elsevier is an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law. If a qualified individual with a disability or disabled veteran needs a reasonable accommodation to use or access our online system, that individual should please contact 1.877.734.1938 or accommodations@relx.com.

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