Wonderful Recruitment & Development
Publisher Support Manager
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Publisher Support Manager | Publishing Technology | London | Permanent | Hybrid
Are you a publishing professional who enjoys solving customer challenges and keeping projects moving? If you’re looking to bring your project management and problem solving skills to a varied customer facing role in publishing technology, this Publishing Support Manager role could be the one for you.
Our Partner
Our partner is a London-based software company with a global reach. Their specialist tools support the publishing industry, helping teams streamline editorial, rights and royalties, and production workflows. Known for their highly personal approach and strong client relationships, they combine technical know-how with deep industry understanding to deliver effective solutions across the publishing landscape.
Responsibilities
- Play a leading role in the support team, maintaining clear performance standards and consistent service while taking ownership of escalated customer issues.
- Take publisher installations and onboarding projects from start to finish, creating timelines, coordinating resources, managing expectations and keeping customers informed.
- Maintain the customer knowledge base, identify information gaps and develop internal processes that make support and installations more effective.
- Maintain positive relationships with assigned publishers, keep accurate CRM records and support customers throughout onboarding and their ongoing use of the software.
- Track support and project performance, ensure work remains within agreed timescales, flag potential issues early and contribute to wider planning, sales support and customer communications.
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Experience and Skills
Essential
- Experience within publishing, publishing technology or digital publishing platforms, including an understanding of publishing workflows.
- Proven experience successfully onboarding and working with new clients, with a strong commitment to customer service and relationship building.
- Strong project management skills, with the ability to coordinate multiple priorities, communicate clearly and identify potential delivery issues early.
- Strong communication, interpersonal and problem-solving skills, including the confidence to manage challenging conversations and escalated customer issues.
- A proactive, adaptable and professional approach, with the ability to work independently and identify opportunities for process improvement.
Desirables
- Knowledge of ONIX messaging and how metadata moves through the publishing supply chain.
- Experience developing or improving customer onboarding processes.
- Experience using CRM, helpdesk and project management systems, alongside good Microsoft Office skills, particularly Excel.
- Project management certification or a relevant degree, plus strong analytical, numerical, negotiation and conflict-resolution skills.
The Opportunity
This is a genuinely varied position for someone who likes being close to customers while also having the scope to increase efficiency. You’ll have responsibility across support, onboarding and project delivery, with the opportunity to shape processes rather than simply follow them. This role will particularly suit someone with publishing knowledge who enjoys technology, people management and turning customer requirements into practical solutions.
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What’s on Offer
- Salary: Up to c. £35k, depending on experience
- Working Pattern: Full-time / Hybrid (London office)
- Reports to: Managing Director
Applications
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Alternatively, send your CV to Helen at helen@wonderfulideasproject.com. If applying via email, please use the following as the subject line: Publisher Support Manager | JobID: ZR_373_JOB
Don't delay in applying if this is the job for you! We're not working to a fixed closing date, so we're keen to hear from you as soon as possible.
We understand what it's like when you don't get a response to your application. Although we work hard to acknowledge everybody, many of our roles have a large number of applicants and we can't always respond to all of you.
At Wonderful, we are dedicated to promoting diversity in all its forms. We are committed to creating an inclusive and equitable environment that promotes equal opportunities for wonderful people. We actively encourage candidates from under-represented groups to apply and warmly welcome all individuals with exceptional abilities, irrespective of their background.
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