Author Relations Manager (3am-Noon EST)

Job Description

Job Description

Job Title: Author Relations Manager
Location: Bloomington, IN (On-Site)
Department: Production
Reports To: Global Director, Author Care Management
Employment Type: Full-Time; 3am - Noon EST

Role Overview

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.

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.

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.

Benefits include:

• Comprehensive medical benefits coverage, dental and vision plans
• Health Savings Account with employer contribution
• Short- and long-term disability
• Life insurance and AD&D insurance
• Voluntary Supplemental insurance
• Paid time off
• 401(k)
• Employee (and Family) Assistance Programs (EAP)
• Referral Bonus
• Employee Publishing Discount

Author Solutions is registered to employ individuals in many, but not all states. If you are not located in or able to work from a state where Author Solutions is registered, you will not be considered for employment. Please contact the job recruiter to learn more about where we are registered.

Are you ready to take the next step in your career? Join the Author Solutions sales team today!

It is the policy of Author Solutions LLC to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, Author Solutions LLC will provide reasonable accommodations for qualified individuals with disabilities.