Client Services Representative, Kids

Department: INscribe Digital
Manager: Director, Client Services
Employment Status: Full-time
FSLA Status: Exempt
Location: Berkeley, CA or Chicago, IL

The position of Client Services Representative, Kids is responsible for client management of high volume Children’s  publishers, client outreach, price management for wholesale clients, and policies and procedures for all INscribe clients. This position manages some of our largest Enterprise-level clients, like Scholastic and Disney, tests user experience of large initiatives, runs client meetings, and maintains documentation in Confluence and help desk articles. This employee is responsible for Children’s marketing, and handles webinars and training sessions with assigned clients.  The Client Services Representative, Kids will identify development needs and requirements and troubleshoot technical questions.  A constant evaluation of the current system and potential improvements will also accompany this position – critical thinkers only need apply.

The Client Services Representative, Kids may be located in Chicago, IL or Berkeley, CA dependent on the candidate and will report to the Director, Client Services based in Berkeley, CA.

Key Responsibilities:

  • Manage Enterprise level Children’s publishers’ ticketing requests while maintaining SLAs
  • Advocate on behalf of business and publishers the development needs to Project Manager;
  • Find and develop ways to streamline and improve client experience;
  • Create procedures and documentation for new initiatives;
  • Do user acceptance testing when required by development team for correct product requirements;
  • Schedule onboarding and marketing calls and create agendas with client meetings;
  • Test ONIX samples and other book assets for new client onboarding;
  • Train clients on workflow process, book supply chain, and onboard new clients;
  • Generate customized reports for clients and internal team;
  • Assist Accounting with follow up with past due clients to secure billables;
  • Manage client relationships with a large set of clients, focusing on commercial and high-priority publishers;
  • Facilitate all INscribe Digital deliveries and reconciliations to ensure live status at our retail partners, with a focus on top tier accounts and troubleshooting along the entire length of the supply chain;
  • Communicate with retailers and service providers to resolve all technical issues, often in conjunction with development teams and various INscribe Digital internal departments;
  • Assist in creating weekly Newsletters & webinars;
  • Reach out to clients about targeted marketing opportunities;
  • Coordinate & communicate client conversion needs and print orders interdepartmentally ;
  • Send weekly new release emails to children’s specialists alerting them to noteworthy titles;
  • Compile sales information, marketing calendar, and promotional schedule for weekly meetings and executive team;
  • Follow up and ensure proper delivery of content, correcting as Representative deems proper;
  • Enforce minimum 10% quality assurance examination of content to iBooks;
  • Identify and troubleshoot issues within the system, including offering proactive workarounds;
  • Upsell conversion and marketing products;
  • Other tasks and duties as assigned.

Skills and Experience

  • Basic knowledge of XML & ONIX
  • Strong experience with Excel & Word
  • Experience with client ticketing systems, such as FreshDesk and/or JIRA
  • Experience with documentation platforms like Microsoft Dynamics and Confluence
  • Experience with Microsoft 360 programs, such as OneDrive and Dynamics
  • Leadership experience, preferably within the publishing industry
  • Familiarity with book business, including BISAC standards and eBook formats
  • Excellent communication skills, written and verbal
  • Legendary attention to detail and tireless drive to solve problems
  • Comfortable with making decisions and prioritizing workflow with impact on business
  • Experience working with remote team members preferred
  • Ability to work with a larger team, consisting of both highly technical to decidedly non-technical members and clients
  • Comfortable with an open and fast paced working environment 

Interested and qualified candidates should submit a cover letter and resume to Kelly Peterson at kelly@inscribedigital.com. No phone calls, please.

IPG seeks an entry level, exceptionally detail oriented, and self-motivated Digital Production Associate to join its energetic Digital team for a six month assignment. This role has a strong possibility of becoming permanent. This is a full-time position which supports all aspects of the Digital department.

 

Primary responsibilities include:

  • Assisting in the collection and validation of e-book files and data submitted by IPG and INscribe client publishers, usin> a variety of small and large-scale software applications designed to automate the file ingestion and delivery
  • Delivering the ebook files and data to IPG's e-book retail partners
  • Maintaining IPG's content on our partners' platforms
  • Attending to missing or corrupted files
  • Fielding production queries from publishers by phone and email
  • Managing IPG's new audiobook program
  •  

    The ideal candidate will be highly organized and adaptable, and will also possess the following qualifications:

  • Bachelor's degree from an accredited university
  • Basic understanding of Photoshop or other image editing software
  • Proficiency in Microsoft Excel and Outlook, as well as Adobe Acrobat Pro
  • Ability to learn quickly and be unafraid of change
  • Working knowledge of HTML
  • Ability to speak and write clearly and authoritatively to internal and external audiences
  • Strong capacity to multitask, prioritize, and work independently

Interested candidates should submit their cover letter and résumé to Jessie Jonik at jjonik@ipgbook.com. No phone calls, please.