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Harvard Business Publishing (HBP) – the leading destination for innovative management thinking. We reach lifelong learners to improve the practice of management in a changing world. This mission inspires each of us to unlock the leader in everyone – including you!
The opportunity
About GSS (Global Support Services):
Global Support Services (GSS) is a shared services unit supporting key functional teams across Harvard Business Publishing’s three business verticals—Corporate Learning, Higher Education, and the HBR Group—across global locations. GSS plays a critical role in supporting sales operations, client engagement, and delivering a high standard of back-end operational and administrative services.
Role Overview:
The sales support specialist will take ownership of end-to-end operational processes for client accounts, working closely with sales teams and internal stakeholders. This role involves deeper involvement in complex client support scenarios, proactive issue resolution, and driving process improvements for greater efficiency and client satisfaction.
The specialist is expected to manage ongoing client needs—product setup, usage and revenue reporting, invoice/billing support, and enablement—while also helping to mentor junior associates, improve SOPs, and lead initiatives for operational excellence.
Key Responsibilities:
- Set up users (learners/faculty) for various learning products across business verticals.
- Manage complex client queries involving contracts, pricing models, order discrepancies, billing/invoice resolution, and credit processing.
- Ensure timely and accurate usage and revenue reporting by coordinating reminders, confirmations, and reconciliations with clients.
- Lead or support enablement sessions to ensure clients use HBP products effectively and get full value.
- Leverage AI tools in day-to-day operations to enhance productivity, streamline workflows, and minimize manual errors.
- Proactively identify process gaps and inefficiencies; collaborate with cross-functional teams to implement automation and improvement initiatives.
- Analyze data related to usage, revenue, and support volumes to identify patterns and share actionable insights with business stakeholders.
- Maintain and update process documentation; ensure all tasks adhere to established SLAs and quality standards.
- Support onboarding and training of new associates; act as a knowledge resource for peers.
- Actively participate in AI-readiness initiatives and training sessions to continuously enhance team capabilities and adapt to evolving technology.
Qualifications & Skills:
- Master's degree in business administration, marketing, or a related field.
- 3–5 years of experience in a sales support, customer success, or operations role, preferably in a B2B or education technology setting.
- Strong communication skills with the ability to handle client escalations and internal coordination.
- Proficiency in Microsoft Office Suite with advanced Excel skills (pivot tables, lookups, dashboards).
- Detail-oriented and quality-driven with strong analytical and problem-solving abilities.
- Proven ability to manage multiple tasks and priorities with minimal supervision.
- Familiarity with tools like Salesforce, Zendesk, Excel-based automation, or BI tools is an advantage.
- Exposure to or willingness to learn AI-enabled tools, process automation solutions, and data interpretation frameworks.
- A proactive mindset, strong customer service orientation, and a collaborative working style.
What we offer
As a mission-driven global company, Harvard Business Publishing is committed to fostering a culture of inclusion, trust, and engagement where everyone is welcome, valued, respected, and feels they belong. In addition to a competitive compensation and benefits package, we offer meaningful programs focused on career development and employee wellness, such as education reimbursement and early-release Summer Fridays!
HBP is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, gender identity, sexual orientation, pregnancy and pregnancy-related conditions, or any other characteristic protected by law.
