Author Relations Manager

Required Skills & Qualifications

• 2–3+ years in high-touch customer service, VIP support, or enterprise-level client success.
• Strong track record of exceeding service metrics (CSAT, NPS, FCR).
• Exceptional verbal and written communication skills.
• Advanced problem-solving, analytical reasoning, and decision-making abilities.
• High emotional intelligence (EQ), empathy, and professionalism, especially under pressure.
• Working knowledge of design tools (Adobe Creative Suite preferred).
• On-site presence required in Bloomington, IN

Preferred Qualifications

• Experience supporting high-value or VIP clients.
• Experience managing client‑focused projects or accounts requiring high‑level service (e.g., hospitality or publishing).
• Prior experience in a fast-paced service environment with high expectations.

Performance Expectations

• Achieve top-quartile CSAT and NPS scores.
• Maintain accuracy, clarity, and attention to detail in all interactions.
• Demonstrate sound judgment in decision-making and problem resolution.
• Resolve issues proactively minimizing escalations and customer friction.
• Foster strong relationships with authors by engaging in authentic, personable communication.
• Contribute meaningfully to continuous improvement of service processes, tools, and documentation.

What Sets You Apart

• You proactively solve difficult problems instead of avoiding them.
• You demonstrate maturity, accountability, and leadership in every interaction.
• You thrive in a collaborative, in-office team environment.
• You deliver empathy without sacrificing boundaries or professionalism.
• You embody and protect the brand at every touchpoint.
• You are motivated by excellence—not scripts, shortcuts, or minimum requirements.

Key Responsibilities

Customer Experience & Communication

• Deliver high‑touch, personalized support via Zoom, phone, and email.
• Drive first‑contact resolution, minimizing customer effort.
• Handle complex or sensitive customer issues with professionalism.
• Communicate clearly, concisely, and thoroughly—every interaction should reflect the brand’s high standard of excellence.

Proactive Service & Problem Solving

• Anticipate author needs; identify opportunities to guide, educate, or escalate appropriately.
• Provide tailored recommendations related to publishing services (editing, illustrations, distribution, etc.).
• Troubleshoot issues including metadata, print quality, pricing, royalties, and e-book distribution.

Operational Excellence

• Document all interactions in CRM systems accurately and promptly.
  Maintain Service Level Agreement standards for professionalism, responsiveness and resolution.
• Serve as the liaison across departments to ensure fulfillment of services and issues are resolved promptly.
• Participate actively in quality initiatives, calibration sessions, and process improvements.