Author Relations Manager

Author Solutions, headquartered in Bloomington, Indiana, is the leading global provider of supported self-publishing services. The company has aided over 225,000 authors in bringing more than 300,000 books to market across seven continents. Author Solutions is committed to making publishing accessible, affordable, and available to everyone, enabling authors to share their stories and inspire others. Through collaboration with top trade publishers, the company helps uncover new literary talent and offers a platform to introduce their works to the world.

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.

• 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 elevate 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.

• 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.

• 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.

• 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.

• You treat service as a craft, not a checklist.
• 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.

• 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)