Springer Nature

Publishing Systems Support Manager

Springer Nature

full-time

Posted on:

Location Type: Hybrid

Location: New York City • New York • United States

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Salary

💰 $80,000 - $100,000 per year

About the role

  • Cross-functional collaboration: collaborate with the 2nd and 3rd line support teams and Global Business Systems (GBS)
  • User engagement (up to 700 users): organize and communicate business user engagement activities on a regular interval
  • Managing the onboarding training program: organize and coordinate various training activities to ensure new starters are effectively integrated
  • Reporting: Track and report on the status of user-reported tickets; provide regular updates to stakeholders
  • User access management: ensure proper licensing allocations
  • Documentation maintenance: maintain up-to-date documentation
  • Technology integration: Explore opportunities for automation and innovation in providing user support

Requirements

  • A significant level of experience in Customer Support-related functions, preferably in digital platform management
  • Salesforce Administrator Certification preferred; experience with other CRM systems is an advantage
  • Experience with third-party relationship management
  • Knowledge of best practices in agile development frameworks
  • Basic understanding and interest in change management concepts and techniques
  • Data driven and analytical
  • Excellent intercultural skills and appreciation for working with global teams
  • A proactive self-starter who can make informed decisions, in alignment with the strategic direction of the team and PP&I
  • Service-minded and communicative
  • Willingness to continuously improve processes and workflows
  • Bachelor’s degree or equivalent
Benefits
  • Medical, Dental and Vision
  • 401(k) with company match and contribution
  • Hybrid office working policy, Summer Hours, and paid time off
  • Flexible Spending and Commuter programs
  • Multiple Life insurance options
  • Disability coverage
  • Tuition Assistance
  • Voluntary benefits: Identity Theft Protection, Pet Insurance, and Legal Assistance Insurance
  • Employee Assistance Program
  • Family-friendly benefits and a variety of employee discounts
  • An array of Employee Social Networks
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
Customer Supportdigital platform managementSalesforce Administrator CertificationCRM systemsagile development frameworkschange managementdata analysis
Soft Skills
intercultural skillsproactivedecision makingservice-mindedcommunicationprocess improvement
Certifications
Salesforce Administrator Certification