Sage India

Job Purpose Customer Success Manager (CSM) in the Learning Resource division of a publishing company focused on aggressive engagement, pre-demos, and customer experience should have a role that combines proactive customer relationship management, digital engagement strategies, and deep product knowledge to maximize customer satisfaction, retention, and growth. Role Overview The Customer Success Manager will be responsible for driving aggressive engagement and delivering exceptional customer experience for our Learning resources products. This role focuses on pre-demo engagements, onboarding, adoption, and ongoing relationship management to ensure customers derive maximum value from our content solutions . The CSM will act as a trusted advisor, advocate, and primary point of contact, fostering long-term loyalty and growth. Key Responsibilities Customer Engagement & Pre-Demos Proactively engage potential and existing customers before demos to understand their needs, tailor presentations, and set clear expectations. Collaborate with sales and marketing teams to design and execute targeted outreach campaigns that drive demo attendance and product interest. Use Existing data points to identify the institution based on profile, past interest, research focused & sales/marketing recommendations. Onboarding & Adoption Guide new customers through seamless onboarding processes, ensuring they understand product features and benefits. Develop and deliver focus sessions and digital content to facilitate early adoption and value realization. Monitor customer usage and engagement metrics to identify adoption gaps and intervene proactively or establish connection with key stakeholders. Customer Experience & Relationship Management Serve as the main point of contact for customers, building strong, consultative relationships with key stakeholders. Act as a customer advocate internally, providing feedback to product, marketing, Training and support teams to enhance the product and service experience. Manage customer health scores, track satisfaction (e.g., NPS), and address churn risks through timely interventions. Retention, Expansion & Growth Identify upsell and cross-sell opportunities aligned with customer needs and business goals. Collaborate with sales and product teams to drive renewals and expand account value. Lead digital lifecycle programs including automated engagement for renewals, advocacy, focused group sessions and long-term success. Data-Driven Optimization Analyze customer engagement data and campaign performance to continuously improve digital touchpoints and customer journeys. Report on key success metrics such as activation rates, retention, and customer satisfaction to leadership. Required Skills & Qualifications Proven experience (7+ years) in customer success, digital engagement, or account management. Strong understanding of education business & academic/educational processes. Excellent communication and presentation skills, with the ability to tailor messaging for diverse audiences. Analytical mindset with experience in tracking customer health metrics and using data to drive decisions. Ability to manage multiple customer accounts and digital programs simultaneously. Collaborative approach to work with cross-functional teams including sales, product, marketing, Training and support. Passion for delivering exceptional customer experiences and driving customer advocacy. Ability to manage diverse product portfolio & learn, practice & implement quickly. Master degree – preferred arts background. Presentation & public speaking skills. Suitable candidates can share their resume at tabindasuhail.khan@sagepub.in

JOB PURPOSE You will report directly to the Associate Managing Editor and/or anyone else designated by the Deputy Managing Editor. Each individual journal will have pre-determined timelines for tasks, which you will meet or exceed. You will be provided with the specific task timelines for each journal. KEY ACCOUNTABILITIES •Uphold ethical standards following relevant manuscript submission guidelines (MSGs), Committee on Publication Ethics (COPE) and appropriate Equator Network guidelines, where applicable. •On the successful completion of training and probationary period, perform pre-peer review checks on manuscripts and recommend further action in terms of whether they need to be unsubmitted or can proceed for peer review, or request author(s) for clarification. •Coordinate with Peer Review Associate (PRA), when appropriate, to ensure that manuscripts are processed through the peer-review management system adhering to the workflow timelines. •Perform the assigned work with little-to-no supervision from your manager as well as other supervisors in Sage India/UK/US. •Maintain positive work relationships and top-quality and prompt (usually within 24 hrs.) communication with fellow journal editors, authors, reviewers, and Sage staff worldwide. •Demonstrate eagerness to develop editorial knowledge and proficiency. SKILLS, QUALIFICATIONS & EXPERIENCE •Graduate in life sciences with 0-2 years of relevant experience. •Effective communication skills, both oral and written are required. •Strong attention to detail. •Prior exposure to peer review process and a fair understanding of scientific manuscripts is desirable but not mandatory. Sage is committed to Diversity and Inclusion and is an equal opportunities employer. We value individuality and therefore welcome all qualified applications from a diverse range of candidates. Suitable candidates can share their resume tabindasuhail.khan@sagepub.in

As a Content Manager at our organization, you will be responsible for overseeing the content of a specific list of journals managed under the supplier management model. Your role will involve serving as a central point of contact for high-level stakeholder inquiries, monitoring and reporting on journal and supplier performance, and ensuring the quality, speed, and service provided to authors and editors. Additionally, you will play a crucial role in various cross-department projects. Your key responsibilities will include taking ownership of the publication process for the assigned journals, ensuring that articles are delivered by suppliers within the agreed upon timeframes and quality standards. You will also offer guidance to journal editors, board members, and contributors, maintaining positive working relationships with external partners. Evaluating the quality of work produced by suppliers and providing reports to senior management will be an essential part of your role. In addition, you will collaborate with supplier managers to determine the specific services required for each journal, address complex queries independently, and assist in defining project requirements, goals, and deliverables in alignment with key performance indicators. Monitoring project progress, identifying risks and issues, and reporting on critical metrics will be among your responsibilities. You will also be expected to proactively suggest workflow enhancements and new metadata requirements, working closely with Editorial, PTD, and IT teams within a lean framework. Furthermore, you will keep your manager and internal publishing editor informed of any developments that may impact scheduling, relationships, or budgeting, while also coordinating with other departments as necessary. Collaboration with commercial sales to ensure timely publication of supplements and advertising revenue will be part of your duties, along with managing journal transitions between PE management and supplier project management. Your qualifications for this role should include the ability to work independently and as part of a team, manage multiple projects simultaneously, and possess strong written and verbal communication skills. Experience with MS Office applications, particularly Outlook, Word, and Excel, is essential, along with prior experience in a Production Editor or similar role. Familiarity with working in a lean framework would be advantageous. At our organization, we are committed to Diversity and Inclusion and are proud to be an equal opportunities employer. We encourage applications from candidates of all backgrounds and experiences. If you believe you are a suitable candidate for this position, please share your resume with us at tabindasuhail.khan@sagepub.in.,