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Job Title : Editorial Engagement Support Assistant
Location(s): Pune (Kharadi)
About the role:
Springer Nature works with thousands of external academic editors to run our journals. These editors are a key driving force for strong submissions and journal growth, ensuring that rigorous and timely peer review of new manuscripts takes place. The Editorial Engagement Support Assistant (EESA) is responsible for providing an exceptional level of support to these editors. The EESA acts as a first point of contact for incoming queries to the editor support inbox, and ensures that new editors receive the best possible experience when joining the editorial board of our journals:
The EESA handles requests assigned to them in the editor support inbox – the primary point of contact for internal and external Springer Nature editors. The ESA supports the Editor Support Specialist (EESS) to resolve these queries and to ensure the data of the editors is accurate and up to date.
Working with the EESS, the EESA supports a timely and efficient editor on- and offboarding process, including follow-up requests, contracting, providing editors with access to relevant systems and maintaining editor information in the related databases and processing payment requests The EESA also manages internal editors’ requests related to maintenance of Editorial Board Member data and access to submission- and other relevant systems.
Working across our entire portfolio of journals, the EESA supports our editors throughout their time working with us so that they can perform their role to the required standards.
Responsibilities:
1. New Editorial Board Members (EBMs) experience: Supporting EBMs through the onboarding process so that they are fully-equipped to perform their roles. Responsibilities include:
Supporting the editor invitation process
Creating editor contracts
Ensuring editorial board members have access to all relevant systems
Keeping EBM data accurate and up to date, in our databases and across the journal homepages
Working together with other administrative teams, for example our Journal Editorial Office (JEO) and the SNAPP support team to support frictionless access to all relevant systems
Serving as test users for new systems and workflows related to EBM data maintenance
Handling Editor payment requests
2. Editorial Board Refinement: Supporting the Editorial Engagement Support Specialist with the Editorial Board refinement process and analysis of the related data
Responsibilities include:
Supporting Editorial Board Refinement related mailings, and requests
Analysing the related Editor survey
3. Customer Service: Processing requests from internal and external editors via the editor support inbox. Responsibilities include:
Owning all requests assigned to them by the Editor Support Specialist, following through to completion
Troubleshooting systems and technical issues
Executing APC Token requests and updating relevant databases/systems
Providing EBM certificates
Key Relationships
Supporting the Editor and Reviewer Recruitment and Publishing teams with ensuring an excellent editor and reviewer onboarding process
Working closely with JEO /SNAPP support to solve editor access issues
Collaborating with customer service teams to ensure timely processing of all assigned tasks
Working with the Process & Content Management team to tackle database issues
Working closely with the OR support team to solve APC token issues
Collaborating with Publishers from the journals we support
Experience, Skills & Qualifications
Experience
Experience of STM journal publishing, with an understanding of peer review and the role of Editorial Boards
Well versed with publishing workflow/systems/processes
Experience of communication with external editors and internal stakeholders
Customer service experience
Experience in content management and journal (meta)databases
Skills
Strong organisational skills, with attention to detail
Able to see tasks through to completion, working to (often competing) deadlines
Excellent interpersonal and communication skill
Relationship building/teamwork
Actively involved in achieving team objectives. Works cooperatively and flexibly with other members of the team
Problem solving
A high level of computer literacy – understands common software (e.g. Microsoft Office suite) and gains new software skills quickly
Has a customer-focussed mindset
Qualifications
Educated to degree level or equivalent
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
Job Posting End Date: