Job Title: Editorial Engagement Support AssistantLocation: PuneReports to: Editorial Engagement Support Team LeadAbout the Springer Nature GroupSpringer 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.About the BrandSpringer Nature Technology and Publishing Solutions is the technology and publishing solutions arm of the Springer Nature Group. We leverage our insight in the publishing domain and acquire, produce and deliver content across media and markets using our Technology and Publishing Solutions. With a focus on technology driven solutions and deep insight in the publishing domain, Springer Nature Technology and Publishing Solutions offers a range of services that help our Group brand acquire, produce and deliver content in the most efficient ways possible. We are driven by over 1000 professionals in Technology, Research & Analysis and Marketing shared servicesAbout the RoleSpringer 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.Roles 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 processCreating editor contractsEnsuring editorial board members have access to all relevant systemsKeeping EBM data accurate and up to date, in our databases and across the journal homepagesWorking together with other administrative teams, for example our Journal Editorial Office (JEO) and the SNAPP support team to support frictionless access to all relevant systemsServing as test users for new systems and workflows related to EBM data maintenanceHandling Editor payment requests2. Editorial Board Refinement: Supporting the Editorial Engagement Support Specialist with the Editorial Board refinement process and analysis of the related dataResponsibilities include:Supporting Editorial Board Refinement related mailings, and requestsAnalysing the related Editor survey3. 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 completionTroubleshooting systems and technical issuesExecuting APC Token requests and updating relevant databases/systemsProviding EBM certificatesKey RelationshipsSupporting the Editor and Reviewer Recruitment and Publishing teams with ensuring an excellent editor and reviewer onboarding processWorking closely with JEO /SNAPP support to solve editor access issuesCollaborating with customer service teams to ensure timely processing of all assigned tasksWorking with the Process & Content Management team to tackle database issuesWorking closely with the OR support team to solve APC token issuesCollaborating with Publishers from the journals we supportExperience, Skills & QualificationsExperienceExperience of STM journal publishing, with an understanding of peer review and the role of Editorial BoardsWell versed with publishing workflow/systems/processesExperience of communication with external editors and internal stakeholdersCustomer service experienceExperience in content management and journal (meta)databasesSkillsStrong organisational skills, with attention to detailAble to see tasks through to completion, working to (often competing) deadlinesExcellent interpersonal and communication skillRelationship building/teamworkActively involved in achieving team objectives. Works cooperatively and flexibly with other members of the teamProblem solvingA high level of computer literacy understands common software (e.g. Microsoft Office suite) and gains new software skills quicklyHas a customer-focussed mindsetQualificationsEducated to degree level or equivalentAt Springer Nature, were committed to creating a great working environment which includes the benefits you receive, opportunities for you to develop your skills and ways to get to know your colleagues. Some of these include:
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