Systems Support Manager, Collections and Editorial Lifecycle System

As the Systems Support Manager for Collections and Editor Lifecycle System at Springer Nature Technology and Publishing Solutions in Pune, you will play a crucial role in managing the Salesforce support team for the Publishing Performance & Intelligence (PP&I) instances. Your primary responsibility will be to establish and maintain a support framework to offer timely assistance to business users within the Research Publishing teams overseeing Collections and Editors onboarding. You will also be responsible for maintaining the operational relationship with third-line support suppliers, system administration, governance, and onboarding training activities. Your key responsibilities will include collaborating with the 2nd and 3rd line support teams, Global Business Systems (GBS), Product Manager, and Subject Matter Experts to prioritize user-side change requests, managing user engagement activities, coordinating onboarding training programs, tracking and reporting user-reported tickets, ensuring proper user access management, maintaining documentation, and exploring opportunities for technology integration. Key Relationships: - Product Manager, Collections and Editor Lifecycle System - Director, Centre of Excellence, PP&I - PP&I Editorial Engagement Teams - PP&I Collections Management & Acquisition Teams - PP&I Centre of Excellence team - SN Global Business Systems - Publishing representatives Experience, Skills & Qualifications: - Experience: 5+ years in Customer Support-related functions, preferably in digital platform management - Salesforce Administrator Certification preferred; experience with other CRM systems is an advantage - Experience with third-party relationship management - Knowledge of best practices in agile development frameworks - Basic understanding and interest in change management concepts and techniques Skills: - Data-driven and analytical - Excellent intercultural skills for working in a global company - Strong stakeholder management skills for working in a global company - Proactive self-starter with the ability to make informed decisions aligned with the strategic direction of PP&I - Service-minded - Out-of-the-box thinking and willingness to continuously improve processes and workflows Qualifications: - Bachelor's degree or equivalent Desirable: - Adaptability and growth mindset - Commitment to self-development Springer Nature values diversity, inclusivity, and the empowerment of its colleagues. If you have any access needs related to disability, neurodivergence, or a chronic condition, please contact us for necessary accommodations. To learn more about career opportunities at Springer Nature, visit our website at https://careers.springernature.com/.,