Client success manager Jobs in Cary, NC

About the Role :

The Editorial Client Manager serves as the leader of a particular client group within the editorial services division as overseen by the Editorial Services Coordinator. The Editorial Client Manager also serves as a primary point of contact for both the client and employees working directly with that client. In addition to leadership responsibilities, the Editorial Client Manager will also fully or partially manage one or more journals.

How you will make an impact :

Internal Functions :

• Monitors distribution of work / time in their client group(s) and identifies needs of the division (eg, coverage, capacity, organization, new hires) to take to the Editorial Services Coordinator if needed.
• Works directly with the Editorial Service Coordinator to develop client teams and share employees effectively.
• Identifies and addresses any problems with tasks / employees to ensure client satisfaction.
• Collects and records institutional knowledge about each client (eg, changes to publisher policies, procedures, or systems; key contacts at publisher) to share with team as relevant.
• 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.
• Familiar with the skills and professional ambitions of all team members.
• Conducts and / or contributes to performance reviews for direct and / or indirect reports.
• Approves employee vacation or sick time, ensures coverage plans are in place, and ensures time off is detailed on company-wide calendar.
• Responsible for monitoring productivity and tracking individual workloads.
• Responsible for checking time sheets.
• May be responsible for collecting invoicing information for billing clients.
• Serves as a resource for answering employee questions about J&J company policies as well as enforcing those policies.
• Shows engagement and leadership with J&J company culture (ex, committee participation).
• Continues to learn about and utilize industry-level publishing concepts.
• Upholds high standards of professionalism and courtesy when working with colleagues and clients as outlined in the J&J Employee Handbook. Ensures the work environment is free of non work-related distractions and provides the same environment for co-workers.

External Functions :

What we look for :

About Wiley

Wiley is a trusted leader in research and learning, our pioneering solutions and services are paving the way for knowledge seekers as they work to solve the world’s most important challenges. We are advocates of advancement, empowering knowledge-seekers to transform today’s biggest obstacles into tomorrow’s brightest opportunities.

With over 200 years of experience in publishing, we continue to evolve knowledge seekers’ steps into strides, illuminating their path forward to personal, educational, and professional success at every stage. Around the globe, we break down barriers for innovators, empowering them to advance discoveries in their fields, adapt their workforces, and shape minds.

Wiley is an equal opportunity / affirmative action employer. We evaluate all qualified applicants and treat all qualified applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, disability, protected veteran status, genetic information, or based on any individual’s status in any group or class protected by applicable federal, state or local laws. Wiley is also committed to providing reasonable accommodation to applicants and employees with disabilities. Applicants who require accommodation to participate in the job application process may contact for assistance.

We are proud that our workplace promotes continual learning and internal mobility. Our values support courageous teammates, needle movers and learning champions all while striving to support the health and well-being of all employees, for example we offer meeting-free Friday afternoons allowing more time for heads down work and professional development.

We are committed to fair, transparent pay, and we strive to provide competitive compensation in addition to a comprehensive benefits package. This range represents Wiley’s good faith and reasonable estimate of the base pay for this role at the time of posting. It is anticipated that most qualified candidates will fall within the range, however the ultimate salary offered for this role may be higher or lower and will be set based on a variety of non-discriminatory factors, including but not limited to, geographic location, skills, and competencies.

When applying, please attach your resume / CV to be considered.

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