Client Services Manager

Business Program Manager SSRN

Are you passionate about leading teams and delivering exceptional client service?

Are you committed to providing excellent customer service?

About the Team

SSRN is a leading platform hosting 1.5 million freely accessible preprints, research papers, conference papers, and grey literature. 

About the Role

We are seeking a dynamic Client Services Manager to join our team. As we gear up for future success, we need a dedicated leader to guide our Client Services team of six. Key Responsibilities for this role include new client setup. You’ll ensure seamless onboarding for new clients. You’ll provide top-notch client product support for our SSRN products. You’ll manage paid client services. This entails managing and enhancing our paid services. You’ll provide sales renewal support. Assisting in sales renewal conversations to maintain client relationships.

Responsibilities

• Managing team performance. Overseeing the team performance by managing people, setting direction, and deploying resources.
• Providing service delivery. Delivering the best possible service to new and existing customers, addressing service requests, suggestions, and complaints.
• Advising and supporting clients. Providing day-to-day client advice and support. Resolving customer inquiries and complaints effectively and fairly. Providing product and service information, identifying upselling opportunities to increase income streams. Recommend and implement programs to support customer needs.
• Providing hands on support. Typically spending no more than 20% of time performing the work supervised.

Requirements

• Have leadership skills. Proven ability to achieve outcomes through leading others.
• Experience onboarding new clients with paid product services and day-to-day client support.
• Display exceptional customer focus. You are committed to providing excellent customer service.
• Have technical expertise. You’ve broad technical knowledge and industry insight.
• Display excellent problem-solving skills. Able to solve problems based on practice and precedent.
• Have team management experience in supervising a support team and coordinating tasks.
• Be accountable, you are responsible for performance evaluation, compensation decisions, and hire/fire decisions.

Work in a way that works for you

We promote a healthy work/life balance across the organization. We offer an appealing working prospect for our people. With numerous wellbeing initiatives, shared parental leave, study assistance and sabbaticals, we will help you meet your immediate responsibilities and your long-term goals.

• Working flexible hours - flexing the times when you work in the day to help you fit everything in and work when you are the most productive

Working for you

We know that your wellbeing and happiness are key to a long and successful career. These are some of the benefits we are delighted to offer:

• Health Benefits: Comprehensive, multi-carrier program for medical, dental and vision benefits
• Retirement Benefits: 401(k) with match and an Employee Share Purchase Plan
• Wellbeing: Wellness platform with incentives, Headspace app subscription, Employee Assistance and Time-off Programs
• Short-and-Long Term Disability, Life and Accidental Death Insurance, Critical Illness, and Hospital Indemnity
• Family Benefits, including bonding and family care leaves, adoption and surrogacy benefits
• Health Savings, Health Care, Dependent Care and Commuter Spending Accounts
• Up to two days of paid leave each to participate in Employee Resource Groups and to volunteer with your charity of choice

About the Business

A global leader in information and analytics, we help researchers and healthcare professionals' advance science and improve health outcomes for the benefit of society. Building on our publishing heritage, we combine quality information and vast data sets with analytics to support visionary science and research, health education and interactive learning, as well as exceptional healthcare and clinical practice. At Elsevier, your work contributes to the world’s grand challenges and a more sustainable future. We harness innovative technologies to support science and healthcare to partner for a better world.

Salary Range

To be added when data can be disclosed.

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The salary range provided in this posting is the base salary range for NYC:$63,800.00 - $106,400.00

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. We are committed to providing a fair and accessible hiring process. If you have a disability or other need that requires accommodation or adjustment, please let us know by completing our Applicant Request Support Form: https://forms.office.com/r/eVgFxjLmAK , or please contact 1-855-833-5120.

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