Hybrid Publishing Systems Support Manager

at Springer Nature

• Job title: Publishing Systems Support Manager
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: $80,000 - $100,000 per year
• Degree requirement: Bachelor's Degree
• Location requirements: Hybrid, New York City, United States

About the role

• Systems Support Manager overseeing Salesforce support, user engagement, and training programs for research publishing teams. Involves collaboration with global teams and managing user access.

Responsibilities

• 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