Editorial Engagement Support Assistant

Job Title:     Editorial Engagement Support Assistant

Location:     Pune

Reports to: Editorial Engagement Support Team Lead

About the Springer Nature Group

Springer 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 Brand

Springer 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 services

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 Editorial Engagement 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 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- 2 years

• 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