Client Services Specialist

Company: KnowledgeWorks Global Ltd.
Location: Cambridge
Posted on: October 13, 2021

Job Description:

KnowledgeWorks Global Ltd. (KGL) is the industry leader in transformative publishing solutions. KGL provides specialized content services and innovative technology solutions that drive revenue growth, streamline operations, and ensure editorial excellence.

KGL Vermont is currently seeking a Client Services Specialist I to perform superior customer service while focusing on establishing and maintaining positive working relationships with scholarly journal and book publisher clients. This is a work-from-home position associated with our Waterbury, VT office.

The Client Services Specialist plays an integral role serving as the primary point of contact to an assigned portfolio of clients. He/she focuses on establishing and maintaining positive working relationships with clients by being proactive on requests, problem solving with empathy and diligent in documenting needs and solutions that may require additional internal support. He/she leads the onboarding of new clients (transition phase) and serves as project manager for cross-departmental and/or multi- vendor and/or multi-KGL site projects. While serving as client advocate, he/she ensures timely and concise communication with relevant KGL personnel. He/she deploys a high degree of professionalism in all internal and external interactions, which have a direct bearing on client satisfaction.

Job Duties/Responsibilities

• Serve as primary point of contact for clients by interacting on a recurring basis to proactively identify as well as respond to requests and concerns; be hands-on to address escalated issues to repair client relationships and set proper expectations (internally and externally) for continued service and performance
• Be familiar with the workflow for each client and title in your portfolio, including systems, processes, turn-around times, team members and vendors, and coordinate any adjustments to ensure quality and efficiency
• Coordinate client communication as appropriate with relevant KGL parties—Sales, Publishing Services, Finance, Technology and Leadership, as well as other sites within KGL
• When prospects become clients, lead cross-departmental team for new title transition and/or start-up title through the creation, implementation, go live and closing phases
• For existing clients, lead cross-departmental team for new title transition and/or start-up title through the creation, implementation, go live and closing phases
• Serve as project manager for client projects; advocate for and manage client expectations to ensure on-time, in-scope and overall satisfaction
• Prepare scope requests for inter-departmental evaluation of level of efforts for client projects
• Submit quote requests for existing client projects, including coordination of vendor pricing
• Review project invoices and title transition invoices for accuracy (against price list and/or quote) as a checks & balances to Finance
• Manage the meeting preparation of customer visits (local and at customer location); coordinate with appropriate staff on agenda-setting, logistics, travel, etc.
• Serve as voice of customer, understanding customers’ needs and pain points and help translate expectations and identify trends that affect strategic decision- making by Management
• Contribute to the development of standard operating procedures as well as identify and implement process improvements for effective inter- and intradepartmental workflow
• Stay abreast of new developments and trends in scholarly publishing, client services, and project management; proactively share best practices, trends, and tips
• Develop and maintain knowledge of KGL workflows, business systems and customer facing processes
• Adhere to safety policies and procedures, while maintaining an overall awareness of safety within the workplace
• Perform other job-related duties as may be assigned or required

Job Requirements

• Bachelor’s degree or equivalent work experience
• Minimum 2 years’ experience in scholarly publishing (editorial, production, other)
• Minimum 2 years’ experience in client services (i.e., account management)
• Excellent interpersonal skills, including the ability to communicate articulately both verbally and in writing, and translate complex subjects for a diverse audience
• Ability to manage time effectively and efficiently, follow procedures and adhere to due dates and established turn-around times with minimal supervision
• Strong project management skills, including proven methods to manage self and others, including delegation, while ensuring overall responsibility for scope, deadline, and budget
• Excellent attention to detail and appreciation for quality and the implications to company and clients’ reputation and branding
• Strong technical aptitude for learning new systems and proprietary software; intermediate knowledge of web-based applications and common internet protocols and conventions (web browsers, email, FTP) and Microsoft Office applications (e.g., Word, Excel, PowerPoint) is required; familiarity with project management software strongly preferred
• Ability to work independently, collaborate effectively and escalate appropriately
• Adept at problem-solving, including ability to creatively develop solutions and workarounds as needed
• Ability to employ a high degree of discretion in dealing with confidential matters
• Prioritize the needs of self, others, and organization; contribute to an enjoyable and supportive work atmosphere
• Ability to participate in occasional business travel

KGL Vermont offers a competitive salary and a comprehensive benefits package, remote work, and a friendly work culture. 

KGL is an Equal Opportunity / Affirmative Action Employer.  All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law. All applicants must reside and be eligible to work in the United States.

Keywords: KnowledgeWorks Global Ltd., Cambridge , Client Services Specialist, Other , Cambridge, Massachusetts