Publishing Systems Support Manager
About The Position
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 Editor onboarding. Additionally, the role oversees the operational relationship with third-line support suppliers and is responsible for system administration, governance and onboarding training activities.
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
Nice To Haves
- Adaptability and growth mindset
- Commitment to self-development
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 product managers, prioritizing user-side change requests, including bug fixes, issue resolution and feature refinements.
- User engagement (up to 700 users): in collaboration with the product managers and super users within PP&I and the Publishing units, organize and communicate business user engagement activities on a regular interval. This includes communication about functional updates to the Salesforce workflows.
- 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 workflows, 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 within the PP&I Collections Management & Acquisition (CMA) and Editorial Engagement (EE) 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 Salesforce workflows.
- Technology integration: Explore opportunities for automation and innovation in providing user support.
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
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Number of Employees
5,001-10,000 employees
