Client Services Manager(Publishing Industry experience)

Ejamerica; Delhi; Remote; INR 420,000 - 900,000; Full time

Job summary

Ejamerica is seeking an experienced program manager to develop and implement customer engagement programs for digital publishing platforms across India, the Middle East, Africa, CIS, and Bangladesh. The role operates remotely from Delhi NCR and has no direct reports.

You will work with sales and marketing to educate researchers, librarians, and faculty while driving adoption of publishing products. The position requires 8–15 years in the Publishing Industry, with strong English, training, and

Qualifications

• Bachelor’s degree or equivalent experience from an accredited university or college.
• 8–15 years of relevant professional experience with exclusive experience in the Publishing Industry.
• Experience in academic, scholarly, scientific, technical, educational, or digital publishing preferred.
• Strong understanding of digital publishing platforms, online content, subscriptions, OA, scholarly communication, or library services.
• Excellent customer relationship management and stakeholder engagement skills.
• Strong presentation, training, communication, and interpersonal skills.

Responsibilities

• Plan, organize, and lead awareness, training, and customer support programs across online, hybrid, and in-person formats.
• Develop and implement workshops, seminars, webinars, and events for librarians, researchers, authors, students, and faculty.
• Collaborate with sales management and regional teams to plan activities and travel itineraries.
• Educate administrators and authors on Open Access publishing workflows and tools.
• Support rollout of new subscriptions and monitor usage to drive adoption.
• Gather and communicate customer feedback to product and design teams.
• Identify and report issues affecting access or experience and coordinate with product/tech teams for resolution.
• Create client training and promotional materials including videos, guides, and flyers.
• Monitor trends in library outreach, OA, scholarly publishing, and digital platforms.
• Manage university partnership programs and events across the assigned territory.
• Travel as required to meet customers and support events.

Skills

Customer relationships

Stakeholder engagement

Presentation skills

Training skills

Communication

Interpersonal skills

Organizational skills

Project coordination

English proficiency

Travel willingness

Education

Bachelor’s degree or equivalent experience

Job description

Industry Requirement: Candidates must have exclusive experience in the Publishing Industry, preferably in academic, scholarly, scientific, technical, or digital publishing.

Job Description

The overall purpose of this position is to develop and implement programs and events that build customer relationships and drive usage, engagement, and awareness of digital publishing platforms, publications, and related products across multiple communities, including librarians, engineers, R&D management, researchers, students, and faculty.

The position will share accountability with sales and marketing management to:

• Build and maintain strong relationships with customers across India, the Middle East, Africa, CIS countries, and Bangladesh.
• Encourage usage and educate researchers, authors, librarians, administrators, and other stakeholders about digital publications, online libraries, authorship tools, and publishing platforms.
• Develop customer engagement initiatives that increase awareness, adoption, and usage of publishing products and platforms.
• Demonstrate strong resourcefulness and a solutions-oriented approach while managing multiple priorities, timelines, and customer requirements.

The position will be remote, based in the Delhi NCR area. This position has no direct reports.

Specific Duties Include, but Are Not Limited To

• Plan, organize, and lead awareness, training, and customer support programs through online, hybrid, and in-person formats.
• Develop and implement workshops, seminars, webinars, and events that educate customers and build long-term relationships with librarians, authors, researchers, engineers, students, engineering management, and faculty.
• Collaborate with sales management, client services teams, and regional sales representatives to prioritize activities and plan efficient travel itineraries across academic, corporate, and government customers.
• Educate administrators and authors on Open Access publishing workflows, author tools, and related publishing processes.
• Assist with the introduction and adoption of new publishing products, digital platforms, and services.
• Support customers during the rollout of new subscriptions and monitor usage to encourage adoption and engagement with new content and platforms.
• Gather and communicate customer feedback to product development and design teams through regular reports, updates, and customer request tracking.
• Identify and report issues that affect customer access, usage, or overall experience and coordinate with relevant product and technical teams for resolution.
• Create client-specific training and promotional materials, including video tutorials, presentations, flyers, user guides, and other educational content.
• Monitor emerging trends in library outreach, Open Access, scholarly communication, academic publishing, and digital content platforms.
• Manage university partnership programs, customer engagement initiatives, and events across the assigned territory.
• Travel as required to meet customers, conduct training programs, and support events across the assigned region.

Qualifications

• Bachelor's degree or equivalent experience from an accredited university or college.
• 8–15 years of relevant professional experience, with exclusive experience in the Publishing Industry.
• Experience in academic, scholarly, scientific, technical, educational, or digital publishing will be highly preferred.
• Strong understanding of digital publishing platforms, online content, subscriptions, Open Access, scholarly communication, or library services.
• Excellent customer relationship management and stakeholder engagement skills.
• Strong presentation, training, communication, and interpersonal skills.
• Ability to engage effectively with librarians, researchers, authors, faculty, students, administrators, and senior stakeholders.
• Strong organizational and project coordination skills with the ability to manage multiple priorities independently.
• Willingness to travel within the assigned territory as required.
• Strong proficiency in written and verbal English.