Editorial Engagement Support Assistant

About the role

Springer Nature works with thousands of external and internal academic editors to run our journals and collections. We also work with hundreds of thousands of peer reviewers to ensure manuscripts are assessed for publication in a timely and appropriate manner. The Editorial Engagement Support Assistant (EESA) is responsible for providing an exceptional level of support to these editors and reviewers. The Editorial Engagement Support Assistant (EESA) on a specific portfolio of journals, the EES ensures that editors and reviewers can perform their role to the required standards. Acting as a data steward for editor and reviewer information across the company, the EESA works with Journal Owners to ensure that information stored in enterprise-level systems and databases complies with agreed data standards. A customer-service expert, the EESA also acts as the first point of contact for editors and reviewers, ensuring that they receive the best possible experience when joining the editorial boards of our journals, and supporting them all the way through their lifecycle working with Springer Nature. Roles Responsibilities 1. Data governance: Ensuring data standards are implemented and maintained for all information related to editors and reviewers in Springer Nature systems and databases. Responsibilities include: ● Working with Journal Owners, Global Publishing Operations (GPO) and the wider Editorial Engagement team to keep journal editor listings accurate and up to date in all relevant systems. ● Applying data standards defined by the Data Management Team to all additions, updates and removals from Editor Data System (EDS) and other relevant systems ● Collaborating with Journal Owners to jointly agree that records are correct, complete and compliant with data standards ● Publishing journal board pages and confirming that records appear correctly on our websites ● Ensuring updates/changes are made to EDS and other systems to agreed TATs ● Acting as an advocate for data standards and quality across the Research Publishing department 2. New editor and reviewer experience: Supporting editors and reviewers through the onboarding process so that they are fully-equipped to perform their roles. Responsibilities include: ● Verifying the integrity of editor and reviewer candidates. Where candidates are not suitable, working with the Research Integrity Team and Journal Owners to resolve the situation ● Managing the editor and reviewer invitation process ● Creating editor and reviewer contracts, working with the external academics to ensure they understand their roles and Springer Nature's expectations ● Ensuring new editors and reviewers have access to all relevant systems ● Ensuring data for new editors and reviewers is stored/managed in line with agreed data standards. ● Working together with other administrative teams - e.g. GPO and the SNAPP support team - to support frictionless access to all relevant systems ● Serving as test users for new systems and workflows related to editor and reviewer data ● Handling editor payment requests 3. Customer Service: Processing requests from internal/external editors and reviewers via the editor support inbox, and information updates submitted via the EBM Administration request form. Responsibilities include: ● Acting as the primary point of contact for internal and external editors and reviewers. ● Providing a timely and efficient editor on- and offboarding process, ● Owning all requests assigned to them, following through to completion: keeping Journal Owners, editors and reviewers up-to-date on progress ● Troubleshooting systems and technical issues ● Executing Article Processing Charge (APC) Token requests and updating relevant databases/systems ● Providing EBM certificates 4. Editor re-engagement: Supporting the Editorial Engagement Support Specialists with the re-engagement process and analysis of related data. Responsibilities include: ● Supporting editor re-engagement related mailings and requests ● Analyzing and reporting on the related editor engagement survey Key Relationships ● Supporting the Editor Resourcing, Reviewer Engagement, Editor Engagement and Publishing teams to provide an