Editorial Client Lead: Client Success & Ops

Wiley; Raleigh (NC); Presencial; USD 57.000 - 82.000; Jornada completa

Descripción de la vacante

Wiley seeks an Editorial Client Manager to lead a client group within Editorial and Peer Review Services, acting as the primary liaison for client and staff. You will oversee day-to-day operations, balance workload, and drive client satisfaction while ensuring training and policy adherence across the team.

Travel to client meetings and industry conferences may be required as part of coordinating services and maintaining high standards of professionalism in line with Wiley policies.

Formación

• Bachelor’s Degree in relevant field.
• Prior experience as a Managing Editor, Senior Managing Editor, or other relevant experience.
• Prior experience with intensive team collaboration that shows potential for growth in employer management skills, or prior employee management experience.
• Proficiency in at least one major online peer review system.
• Experience directly managing client projects.
• Experience providing outstanding customer service, managing complex projects with multiple stakeholders, and managing teams of employees in accordance with company policies and culture.
• Ability to prioritize and manage multiple tasks within a time-driven, deadline-based environment.

Responsabilidades

• Serves as primary point of contact for client queries about day-to-day management of editorial services.
• Monitors distribution of work/time in their client group(s) and identifies needs of the division to take to the Senior Manager if needed.
• Ultimately responsible for the day-to-day completion of tasks and overall client satisfaction.
• Identifies and addresses any problems with tasks/employees to ensure client satisfaction.
• Ensures that all employees responsible for task(s) of a given client are fully trained on current protocols, appropriate systems, and best practices.
• Improves internal processes, protocols, and best practices for their respective client group.
• Conducts and/or contributes to performance reviews for direct and/or indirect reports.
• Familiar with the skills and professional ambitions of all team members.
• Responsible for monitoring productivity and tracking individual workloads.
• Serves as a resource for answering employee questions about Wiley company policies as well as enforcing those policies.
• Upholds high standards of professionalism and courtesy when working with colleagues and clients as outlined in Wiley policies.
• Ensures the work environment is free of non-work-related distractions and provides the same environment for co-workers.
• Travels as needed to client meetings and industry conferences.

Conocimientos

Client management

Team collaboration

Project management

Customer service

Staff development

Educación

Bachelor’s Degree in relevant field

Herramientas

Major online peer review system

Descripción del empleo

Wiley seeks an Editorial Client Manager to lead a client group within Editorial and Peer Review Services, acting as the primary liaison for client and staff. You will oversee day-to-day operations, balance workload, and drive client satisfaction while ensuring training and policy adherence across the team.

Travel to client meetings and industry conferences may be required as part of coordinating services and maintaining high standards of professionalism in line with Wiley policies.