Senior Open Access Coordinator

Not Specified

Springer Nature is the world’s most significant open access publisher, making research freely available and pushing forward industry standards. The Open Access Operations team sits within Springer Nature’s Sales Operations group. The Open Access Operations team is responsible for the end-to-end management of institutional Open Access agreements as well as author payment workflow standards.
As a Senior Open Access Coordinator you will be responsible for the management of institutional accounts and will focus on workflow monitoring to ensure contractual compliance, high service standards to authors and institutions, as well as high performance and scalability of our processes.
This is a great opportunity for an experienced and dedicated individual to be part of a strategically relevant team and contribute to the development of a cutting-edge product.
· Act as the main point of contact for existing and new institutional customers (account management, relationship building, respond to queries related to workflows and reporting)
· Communicate effectively with authors and institutions
· Provide second level helpdesk support, ensuring the best-in class customer service to all institutional partners and internal stakeholders
· Liaise with internal departments (customer service, production, editorial, controlling and IT teams)
· Support the wider team whenever required with day to day activities and administration, as well as long term strategic goals
· Own, develop and improve all monitoring workflows to ensure compliance with institutional contracts and author-payment standards and delivery of high-quality service
· Prepare overviews of your analyses and present your results to internal and external stakeholders
· Define and coordinate action points based on monitoring and KPIs to continuously improve the processes as they are adjusted according to new IT developments and business requirements
Experience, skills and qualifications
· Educated to degree level (Bachelor Degree) or equivalent experience
· Proven experience in a customer-facing role
· Creating and maintaining client reports and detailed analyses presentations
· Excellent Excel and numeracy skills
· Strong analytical, organizational and problem-solving skills, with attention to detail
· Excellent interpersonal and communication skills
· Ability to quickly understand different workflows, systems and their dependencies and interaction
· Proven ability to manage multiple projects at a time
· Ability to work to tight deadlines and react quickly to changing priorities
· Ability to work with colleagues at all levels
· Fluency in German or additional languages
· Background in STM/Open Access publishing
To apply: Please submit a CV and a cover letter that details your interest and enthusiasm for the position, including your salary expectations

Employment Type Permanent

Advertiser Type Agency