Systems Support Manager, Collections and Editorial Lifecycle System

SPRINGER NATURE; Deutschland; Hybrid; EUR 45.000 - 75.000; Vollzeit

Zusammenfassung

Join a forward-thinking company as a Systems Support Manager, where you will play a crucial role in supporting and enhancing user experiences within a dynamic Salesforce environment. This position involves creating a robust support framework, managing user access, and facilitating onboarding training for new team members. You will collaborate cross-functionally with various teams to ensure seamless integration and communication, while also exploring innovative technology solutions. If you are a proactive self-starter with a passion for customer support and process improvement, this is an exciting opportunity to make a significant impact in a global organization committed to excellence.

Leistungen

Core Hour Flexibility

Cycle to Work Scheme

Employee Assistance Programme

Enhanced Maternity/Paternity Benefits

Enhanced Pension

Health & Wellness Benefits

Hybrid Working

Professional Development (CPD)

Qualifikationen

• Experience in customer support functions, particularly in digital platforms.
• Salesforce Administrator Certification preferred for this role.

Aufgaben

• Collaborate with support teams to prioritize user requests and issues.
• Organize training activities for new users of the Salesforce system.

Kenntnisse

Data Analysis

Intercultural Communication

Stakeholder Management

Proactive Decision Making

Customer Support

Service Orientation

Process Improvement

Salesforce Administration

Third-party Relationship Management

Agile Development Practices

Ausbildung

Bachelor's Degree or Equivalent

Tools

Salesforce

Jobbeschreibung

Systems Support Manager, Collections and Editorial Lifecycle System

Employer: SPRINGER NATURE

Location: Dordrecht, Netherlands; Heidelberg, Germany; London, United Kingdom

Salary: Competitive

Closing date: 7 Apr 2025

Contract: Permanent

Hours: Full time

Sector: Media, Science, Publishing

Employee benefits & values: Accessibility & workplace adjustments, Core hour flexibility, Cycle to work scheme, Employee assistance programme, Enhanced maternity/paternity benefits, Enhanced pension, Health & wellness benefits, Hybrid working, Multi-faith support (observances and prayer), Professional development (CPD), Staff network groups (protected characteristics)

About Springer Nature Group

Springer Nature opens the doors to discovery for researchers, educators, clinicians and other professionals. Every day, around the globe, our imprints, books, journals, platforms and technology solutions reach millions of people. For over 180 years our brands and imprints have been a trusted source of knowledge to these communities and today, more than ever, we see it as our responsibility to ensure that fundamental knowledge can be found, verified, understood and used by our communities - enabling them to improve outcomes, make progress, and benefit the generations that follow.

Job Title: Systems Support Manager, Collections and Editorial Lifecycle System

Location(s): Dordrecht, Heidelberg or London - Hybrid Working Model

About the Role

The Systems Support Manager plays a pivotal role in the new Salesforce support team that manages the Publishing Performance & Intelligence (PP&I) Salesforce instances. This role is responsible for creating and maintaining a support framework that provides timely and coordinated assistance to business users within the Research Publishing teams that manages Collections and Editors onboarding. Additionally, the role oversees the operational relationship with third-line support suppliers and is responsible for system administration, governance and onboarding training activities.

Role Responsibilities:

• Cross-functional collaboration: Collaborate with the 2nd and 3rd line support teams and Global Business Systems (GBS), which include a Scrum Master, developers, a business analyst and a product manager to prioritize user-side change requests, including bug fixes, issue resolution and feature refinements.
• User Engagement (up to 400 users): In collaboration with the Product Manager and Subject Matter Experts within PP&I, organize and communicate business user engagement activities on a regular interval, including communication about functional updates to the Editor Relationship Management system.
• Managing the onboarding training program: Organize and coordinate various training activities to ensure new starters are effectively integrated into the defined user group of the PP&I Salesforce instance, enabling them to confidently and efficiently use the system.
• Reporting: Track and report on the status of user-reported tickets; provide regular updates to stakeholders on progress and turnaround times to ensure compliance with agreed SLAs.
• User Access Management: Ensure proper licensing allocations in collaboration with the PP&I Collections Management & Acquisition (CMA) and Editorial Engagement teams. This includes managing user access for both new starters and leavers.
• Documentation Maintenance: Maintain up-to-date documentation, including main user guides, FAQs, and procedural guidance for the Editor Relationship Management system in collaboration with the Workflow Optimization Team in the PP&I Centre of Excellence.
• Technology Integration: Explore opportunities to integrate Chat/AI technologies in systems.

Key Relationships:

• Product Manager, Collections and Editorial Lifecycle System
• Director, Centre of Excellence, PP&I
• PP&I Editorial Engagement Teams
• PP&I Collections Management & Acquisition Teams
• PP&I Centre of Excellence team
• SN Global Business Systems
• Publishing representatives

Experience, Skills & Qualifications:

• Data driven and analytical
• Excellent intercultural skills required for working in a global company
• Strong stakeholder management skills required for working in a global company
• A proactive self-starter who can make informed decisions, in alignment with the strategic direction of PP&I
• Service-minded
• Out of the box thinking and willingness to continuously improve processes and workflows
• 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
• Bachelor's degree or equivalent.
• Adaptability and growth mindset
• Commitment to self-development

At Springer Nature, we value the diversity of our teams and work to build an inclusive culture, where people are treated fairly and can bring their differences to work and thrive. We empower our colleagues and value their diverse perspectives as we strive to attract, nurture and develop the very best talent.

If you have any access needs related to disability, neurodivergence or a chronic condition, please contact us so we can make all necessary accommodation.

For more information about career opportunities in Springer Nature please visit Springer Nature Careers.