Author Relations Manager

Author Solutions•Bloomington, IN

13h•Onsite

About The Position

The Author Relations Manager delivers white‑glove, concierge‑level service to authors throughout their publishing journey. This role is far more than frontline customer service—it requires a professional who can manage complex situations, anticipate needs, and consistently create exceptional customer experiences. As a full‑time, on‑site role, the Author Relations Manager partners closely with all departments, participates in in‑person training, and manages escalations with urgency, clarity, and composure while serving as a trusted advisor and primary point of contact for authors throughout the publishing process.

Requirements

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.

Nice To Haves

Experience supporting high-value or VIP clients.
Background in luxury services, fintech, publishing, or healthcare.
Prior experience in a fast-paced service environment with high expectations.

Responsibilities

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.
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.
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.