Systems Support Manager, Collections and Editorial Lifecycle System

Springer Nature; London; Hybrid; GBP 40,000 - 80,000; Full time

Job summary

An established industry player is seeking a Systems Support Manager to enhance user engagement and support for their Salesforce systems. This dynamic role involves collaborating with cross-functional teams, managing user training, and ensuring effective documentation. You'll play a key part in driving user satisfaction and operational excellence within the Publishing Performance & Intelligence team. If you are a proactive individual with a passion for technology and user support, this is an exciting opportunity to make a significant impact in a global company committed to diversity and inclusion.

Qualifications

• Significant experience in Customer Support-related functions.
• Salesforce Administrator Certification preferred.

Responsibilities

• Collaborate with support teams to prioritize user-side change requests.
• Organize training activities for new users of the Salesforce system.
• Maintain documentation and user guides for the Editor Relationship Management system.

Skills

Data Analysis

Intercultural Skills

Stakeholder Management

Proactive Decision Making

Customer Support Experience

Salesforce Administration

Third-party Relationship Management

Agile Development Knowledge

Change Management Understanding

Adaptability

Education

Bachelor's Degree or Equivalent

Tools

Salesforce

CRM Systems

Job description

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. Visit group.springernature.com and follow @SpringerNature / @SpringerNatureGroup

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:

1. 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.
2. 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.
3. 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.
4. 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.
5. User Access Management: Ensure proper licensing allocations in collaboration within the PP&I Collections Management & Acquisition (CMA) and Editorial Engagement teams. This includes managing user access for both new starters and leavers.
6. 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.
7. Technology Integration: Explore opportunities to integrate Chat/AI technologies in systems.

Key Relationships

1. Product Manager, Collections and Editorial Lifecycle System
2. Director, Centre of Excellence, PP&I
3. PP&I Editorial Engagement Teams
4. PP&I Collections Management & Acquisition Teams
5. PP&I Centre of Excellence team
6. SN Global Business Systems
7. Publishing representatives

Experience, Skills & Qualifications:

1. Data driven and analytical.
2. Excellent intercultural skills required for working in a global company.
3. Strong stakeholder management skills required for working in a global company.
4. A proactive self-starter who can make informed decisions, in alignment with the strategic direction of PP&I.
5. Service-minded.
6. Out of the box thinking and willingness to continuously improve processes and workflows.
7. A significant level of experience in Customer Support-related functions, preferably in digital platform management.
8. Salesforce Administrator Certification preferred; experience with other CRM systems is an advantage.
9. Experience with third-party relationship management.
10. Knowledge of best practices in agile development frameworks.
11. Basic understanding and interest in change management concepts and techniques.
12. Bachelor’s degree or equivalent.
13. Adaptability and growth mindset.
14. 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. Springer Nature was awarded Diversity Team of the Year at the 2022 British Diversity Awards. Find out more about our DEI work here https://group.springernature.com/gp/group/taking-responsibility/diversity-equity-inclusion.

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 https://springernature.wd3.myworkdayjobs.com/SpringerNatureCareers.

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