Implementation Specialist

3 weeks ago

Kansas City, United States Clarivate Analytics US LLC Full time

We are excited to bring on a new Implementation Specialist join our growing team at Clarivate This is a customer facing position where you will provide technical support for ScholarOne Manuscript site maintenance. You will also provide product delivery and support for Web of Science Reviewer Recognition, Reviewer Locator, and Transparent Peer review. This is an excellent opportunity for a professional with strong PM skills to contribute toward maintain customer satisfaction for clients and journals using ScholarOne, the premier submission and pee review system for academic publishers. We are looking for someone consultative and to be part of a strong team who handles configuration changes for our top clients. If this sounds like an opportunity you are interested in, then we would love to talk to you

About You - experience, education, skills, and accomplishments

  • Bachelor's degree or equivalent, relevant work experience
  • 2 years of project management and customer delivery experience
  • 2 years of software implementations experience

It would be great if you also had...

  • Knowledge of ScholarOne Manuscripts or another related product
  • Experience with XML and APIs
  • Experience using Salesforce

What will you be doing in this role?...

  • Collaborate with clients to identify new site build requirements
  • Perform ScholarOne Manuscript site builds
  • Conduct site review and demonstration for clients
  • Perform configuration changes to live sites
  • Recommend and deliver solutions to customers, ensuring quality and timeliness of service.
  • Collaborate with Engagement Managers on client meetings and projects
  • Ensure client retention by supporting Sales and Engagement Manager teams
  • Support large scale feature roll outs
  • Escalate and track priority cases through to completion
  • Communicate and escalate awareness of priority defects and issues
  • Provide timely and accurate billing information to accounting
  • Collaborate with Product Management teams on new feature design and software changes
  • Collaborate with colleagues on best practices and new document processes/configuration instructions

About the Team

We are an experienced and collaborative team of project managers and professionals who excel in publication implementations. The team consists of 13 members, both full time and contractors in US and EMEA. This position reports into the Senior Manager of Service Implementation.

Hours of Work

  • Full time, permanent
  • Although duties are typically performed during normal business hours, occasional off-hours may be required
  • Hybrid position (2-3 days a week in the office)

Clarivate is an Equal Opportunity Employer Vets/Minorities/Women/Disabled

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