Publishing Systems Support Manager

Job Title: Publishing Systems Support Manager

Location: New York or Dordrecht (Hybrid Working Model)

Application Deadline: April 21, 2026

About Springer Nature

Springer Nature is one of the leading publishers of research in the world. We publish the largest number of journals and books and are a pioneer in open research. Through our leading brands, trusted for more than 180 years, we provide technology-enabled products, platforms and services that help researchers to uncover new ideas and share their discoveries, health professionals to stay at the forefront of medical science, and educators to advance learning. We are proud to be part of progress, working together with the communities we serve to share knowledge and bring greater understanding to the world. For more information, please visit about.springernature.com and follow @SpringerNature

About the Role

The Systems Support Manager plays a pivotal role in the new Salesforce support team that manages the Publishing Performance & Intelligence (PP&I) Salesforce instances. This role is responsible for creating and maintaining a support framework that provides timely and coordinated assistance to business users within the Research Publishing teams that manages Collections and Editor onboarding. Additionally, the role oversees the operational relationship with third-line support suppliers and is responsible for system administration, governance and onboarding training activities.

Responsibilities

• Cross-functional collaboration: collaborate with the 2nd and 3rd line support teams and Global Business Systems (GBS), which include a Scrum Master, developers, a business analyst and product managers, prioritizing user-side change requests, including bug fixes, issue resolution and feature refinements.

• User engagement (up to 700 users): in collaboration with the product managers and super users within PP&I and the Publishing units, organize and communicate business user engagement activities on a regular interval. This includes communication about functional updates to the Salesforce workflows.

• Managing the onboarding training program: organize and coordinate various training activities to ensure new starters are effectively integrated into the defined user group of the PP&I Salesforce workflows, enabling them to confidently and efficiently use the system.

• Reporting: Track and report on the status of user-reported tickets; provide regular updates to stakeholders on progress and turnaround times to ensure compliance with agreed SLAs.

• User access management: ensure proper licensing allocations in collaboration within the PP&I Collections Management & Acquisition (CMA) and Editorial Engagement (EE) teams. This includes managing user access for both new starters and leavers.

• Documentation maintenance: maintain up-to-date documentation, including main user guides, FAQs, and procedural guidance for the Salesforce workflows.

• Technology integration: Explore opportunities for automation and innovation in providing user support.

Experience, Skills & Qualifications

Essential

• A significant level of experience 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

• Data driven and analytical

• Excellent intercultural skills and appreciation for working with global teams

• A proactive self-starter who can make informed decisions, in alignment with the strategic direction of the team and PP&I

• Service-minded and communicative

• Willingness to continuously improve processes and workflows

• Bachelor's degree or equivalent

Desirable

• Adaptability and growth mindset

• Commitment to self-development

Application Deadline: April 21, 2026

Springer Nature Skills associated with this Job Profile include:

SN-Data Domain Savvy, SN-Customer / User Requirements Discovery, SN-Builds Trust, SN-Process Optimization, SN-Facilitation Skills, SN-Customer-Focused, SN-Communicates Effectively, SN-Balances Stakeholder, SN-Product and Service Knowledge, SN-Operational Excellence

Springer Nature US provides a comprehensive and competitive benefits package which includes the benefit offerings listed below:

• Medical, Dental and Vision

• 401(k) with company match and contribution

• Hybrid office working policy, Summer Hours, and paid time off

• Flexible Spending and Commuter programs

• Multiple Life insurance options

• Disability coverage

• Tuition Assistance

• Voluntary benefits: Identity Theft Protection, Pet Insurance, and Legal Assistance Insurance

• Employee Assistance Program

• Family-friendly benefits and a variety of employee discounts

• An array of Employee Social Networks

US Annualized Base Salary Range: $80,000 - $100,000. The salary offer may vary based on work experience, education, skill level, and equity. The US salary range does not align with the salary ranges in other countries when converted to the currency of that country.

Springer Nature is an Equal Opportunity Employer that complies with the laws and regulations set forth in the following https://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRights6.12ScreenRdr.pdf poster.

Note for candidates in the Netherlands: As per our local policy, please be aware that this role will be open only for internal candidates within the first 2 weeks. Afterwards, external applications will be progressed

At Springer Nature, our mission is to be part of progress - and that begins with inclusion: of people, perspectives, and ideas. We believe that diverse perspectives drive progress, and we are committed to creating an environment where people and ideas can flourish. If you have any access needs related to disability, neurodivergence or a chronic condition, please contact us so we can make all necessary accommodation. Find out more about our DEI work here: https://group.springernature.com/gp/group/taking-responsibility/diversity-equity-inclusion

For more information about career opportunities in Springer Nature please visit https://springernature.wd3.myworkdayjobs.com/SpringerNatureCareers/

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