Client Service Specialist 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 dedicated Client Services Specialist to join our team. As we gear up for future success, we need a committed individual to support our Client Services team. Key responsibilities will include providing new client setup and ensuring seamless onboarding for new clients. Providing top-notch support for our products, day-to-day. Assisting in managing and enhancing our paid services. You’ll provide sales renewal support in renewal conversations to maintain excellent client relationships.

Responsibilities

Delivering the best possible service to new and existing customers, addressing service requests, suggestions, and complaints.
Resolving customer inquiries and complaints effectively and fairly.
Providing product and service information, identifying upselling opportunities to increase income streams.
Recommending and implementing programs to support customer needs.
Providing day-to-day client advice and support.
Providing usage reporting on services to support renewal conversations.
Supporting the development of solutions to complex problems of a recurring nature.

Requirements

Have a customer focus. You have a deep commitment to providing excellent customer service.
Display exceptional technical expertise. You have broad technical knowledge and industry insight.
Be a problem-solver. You’ve the ability to solve problems based on practice and precedent.
Are a team collaborator with experience in working within a support team and coordinating tasks.
Experience supporting new client setup, seamless onboarding for new clients, providing top-notch support of products.
Experience managing paid client services and providing sales renewal support in renewal conversations to maintain excellent client relationships.

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:$48,000.00 - $79,800.00

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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