• Manage a remote team of 5+ account managers.• Lead internal team meetings and external customer account meetings.• Assist with internal and external product and process support and documentation.• Establish key performance indicators, evaluate team performance and identify solutions to improve individual and team performance.• Provide internal and external support for escalated and high priority customer issues.• Coordinate with product and program managers for product processes and company roadmap.

• Support and manage implementations for STEM publisher websites and publishing operations.• Provide end-to-end management and support for scholarly publisher accounts.• Manage platform change requests and development projects.• Support content publishing operations and content management systems for journals, books, databases, and digital objects.• Coordinate new product support and training internally and to end users.

• Manage publisher client accounts (20+ accounts)• Create support systems for online content for journals, books and databases.• Provide support for all front and back-office software and websites• Process and manage all credit card disputes, chargeback and recourse documentation.• Provide end user support and assistance.