Customer Onboarding Manager at Zappi guiding enterprise customers through platform implementation and onboarding for effective use. Focused on customer success and satisfaction throughout the journey.
About the role
- Implementation Specialist managing journals and workflows while collaborating with Publishing teams and GPO. Fostering continuous improvement and documentation of GPO processes.
Responsibilities
- Manage own portfolio of journals and partner with Publishing teams to run journals in a ‘Production-ready’ way
- Facilitate submit-to-accept workflows and compliance with policies
- Collaborate with the Manager, Workflow Solutions, the wider GPO team
- Gather system requirements from publishers, editors and service providers
- Set up, maintain and administrate peer review systems
- Conduct presentations and training sessions for internal and external stakeholders
- Ensure quality of article-level activities and act as an escalation point for individual journals
- Develop and maintain relationships with stakeholders (Publishing, Editorial, Production, Technology & Operations staff, as well as external editors, reviewers, authors and service providers)
- Maintain journal-specific records and documentation
- Design, document and maintain all GPO processes in collaboration with GPO service providers
- Provide expertise on existing processes and advise on the potential impact of new initiatives being considered by the business
- Collaborate closely with GPO’s Training Programmes and Quality Assurance teams to support the development of training programmes relying on the documentation of GPO processes, as well as the address of quality issues identified as resulting from unclear process documents
- Advocate for continuous improvement, quality and efficiency
- Foster a culture of openness, transparency and collaboration within the team and with stakeholders
Requirements
- Contributing to (sometimes interconnected) business projects
- Working with a wide range of global stakeholders
- Previous experience in a publishing and/or support role (desirable)
- Previous experience in a role requiring an understanding of user needs with a view to develop solutions that also align with business requirements (e.g. Business Analyst) (desirable)
- Ability to design solutions that meet the business’s needs while striving for optimum operational efficiency, and to translate those into clearly documented processes
- Ability to translate the needs of the business and stakeholders into new projects
- Understanding of publishing workflows
- Excellent organisation skills to contribute to multiple concurrent projects and competing priorities
- Excellent written and verbal communication skills; able to communicate with individuals at all levels and on a global scale
- Excellent numeracy skills with proven attention to detail
- Excel and PowerPoint proficiency
- Good problem solving/logic/analytical skills
- Proactive and able to lead projects alone as well as part of a large group
- Experience of using Confluence for documentation management desirable
Benefits
- Opportunities to learn from some of the best in the business
- Culture that encourages curiosity and empowers people to find solutions and act on their instincts
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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