Publisher Development Associate

FLSA Status: Exempt
Reports to: Senior Director, Publisher Development
Employment Status: Full-Time

Overview

Independent Publishers Group seeks an exceptionally organized Publisher Development Associate to join its Publisher Development (Pub Dev) team. This is an entry-level, full-time position that supports all aspects of the Pub Dev department.

The Publisher Development Associate serves as general support for the Publisher Development team, with a focus on building and maintaining relationships with IPG’s client publishers. Responsibilities include management of day-to-day client business, regular outreach to key clients, setup and onboarding for incoming clients, and list and title management for select group of clients. As part of publisher development, the associate will help build and maintain internal policies and procedures across all programs. This position acts as the front end of the relationship with many of our largest clients and will regularly liaise with other IPG departments such as digital services, marketing, and data management to ensure optimal service and business continuity for the publishers. Other responsibilities include continued documentation and updating of internal processes and management of client service tickets via a ticketing system.

This role is responsible for ensuring such clients’ satisfaction with the company as a publisher partner and as a suite of indispensable services to help these clients maintain business continuity during onboarding and ultimately grow their business.

IPG’s Pub Dev department is a high-volume, fast-moving operation, and the Pub Dev Associate must be up for the task with great adaptability, attention to detail, and problem solving to ensure all processes move as smoothly as possible to ensure a high quality service for our client publishers.

Responsibilities and Duties

Manage client relationships with a large set of clients, and subsequently new and existing IPG publisher clients.
Educate clients on workflow processes and onboard new clients as part of greater publisher development team.
Train clients on how to submit new titles and manage their existing catalog.
Investigate & answer client tickets while maintaining service level agreements.
Troubleshoot issues with clients for quick resolution.
Identify and develop ways to streamline and improve client experience.
Create procedures and documentation for new initiatives.
Review client facing and internal documentation for accuracy and clarity.
Coordinate & communicate client needs and issues with IPG teams.
Manage client ticketing requests and IT development needs.
Collaborate with the larger Publisher Development team, including Data, Digital Printing, and Digital Services.
Other tasks and duties as assigned.

Qualifications:

Adept at multi-tasking and prioritizing concurrent projects.
Strong experience with Excel & Word.
Excellent customer service skills.
Experience with client ticketing systems, such as FreshDesk and/or JIRA.
Experience with documentation platforms like Dynamics and Confluence.
Familiarity with book business, including BISAC standards and eBook formats.
Excellent communication skills, written and verbal.
Attention to detail and tireless drive to solve problems.
Comfortable with making decisions and prioritizing workflow with impact on business.
Ability to work with a larger team, consisting of both technical and non-technical members and clients.
Comfortable with an open and fast paced working environment.
Self-motivated, independent, multi-tasker, who is able to prioritize tasks. This person should also enjoy working with an energetic team to accomplish shared goals.
Spanish-language experience is a bonus (ability to read/write in Spanish).
Physical Abilities: Must be able to sit for long periods of time in an office environment
No travel requirements

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

About the Company

IPG is the original independent distributor of books, ebooks, and audiobooks from publishers around the world, and a top 10 supplier of book content to Amazon.com, Barnes & Noble, independent bookstores, libraries, and specialty markets, in addition to thousands of retailers globally.

Established in 1971, Independent Publishers Group (IPG) was the first organization specifically created for the purpose of marketing titles from independent presses to the book trade. IPG was acquired by Chicago Review Press in 1987. In the fall of 2006, Chicago Review Press, Inc., the parent company of IPG, bought Trafalgar Square Publishing, Inc., the leading North American distributor of UK publishers. Trafalgar Square Publishing was founded in 1973 and as a division of IPG, now distributes products from clients such as Penguin Random House UK, Australia, New Zealand, and China; Allen & Unwin; The History Press UK; Amberley Publishing; HarperCollins UK; Pan Macmillan; and John Blake.

With consistent growth each year, IPG’s success has come from supporting and encouraging the growth of its client publishers in the United States and worldwide. IPG has a wide reach in the market with its distribution of publishers with academic, Spanish-language, children’s, and general nonfiction and fiction titles.