Client Services Director

Job Description

The Client Services Director oversees W. W. Nortons relationship with our Client publishers, which include New Directions, Thames & Hudson, The Experiment, Fantagraphics, Penzler Publishers, Tin House Books, Abbeville Press, Akashic Books, Tilbury House, Yale University Press and Harvard University Press.

Reporting to the Director of Nortons Trade Group, the Client Services Director has extensive knowledge and experience of trade publishing. They use this knowledge and experience to help Client publishers achieve strategic goals. The Directors primary responsibility is to align Client processes with Norton to ensure operational efficiency and sales success.

Essential Job Responsibilities Include

• Understanding Client publishing priorities, communicating those priorities to the Norton sales team, and providing feedback from the sales team to Clients.
• Facilitating the frontlist publication processfrom launch to on sale date and beyondincluding editorial, publicity and marketing guidance.
• Managing the sales estimate process, including first print recommendations and periodic reprint reviews.
• Reviewing with Clients any title-level account promotions recommended by the Norton sales team.
• Organizing and presenting sales team, account, and marketplace feedback to Clients.
• In concert with Nortons sales managers, analyzing sales at key accounts and within the broader marketplace to identify trends and opportunities that match Client programs and goals.
• Understanding and shaping Client backlist promotion programs, including e-book strategies.
• In collaboration with Nortons Director of Sales Operations and Business Analytics, developing and deploying sales forecast models.
• Conducting monthly, quarterly and annual business reviews with Clients.
• Working with Nortons business department, acting as point-of-contact for questions about Client account statements.
• Facilitating Client contract negotiations and renewals as needed.
• Maintaining a Client Handbook with FAQs and internal process documents.
• Onboarding new Client publishers.
• Managing a Client-operations-focused direct report, as well as Nortons Sales Director for University Press Clients.
  
  

Required Experience

Required Qualifications:

• 10+ years of experience in client services
• Full knowledge of industry applications, programs and platforms
• Employment eligibility to work with W.W. Norton & Company in the US is required
• Must be able to work from Nortons New York City Headquarters.
  
  

Compensation and Benefits*

Currently Available Benefits Include

• Annual compensation for this position is $125-135k. This position is bonus eligible. All salaries and salary ranges posted by Norton may vary depending on experience, skills, location, and like considerations.
• Generous paid time off, paid holidays, and summer Friday afternoons beginning in July.
• Generous health benefits, including PPO and EPO medical insurance options, vision insurance, dental insurance, flexible spending accounts for healthcare, dependent care and commuter, gym membership reimbursement, and more. Coverage for spouses, domestic partners, and dependent children is available.
• Profit-Sharing and 401(k) benefit plan with discretionary contribution matching by employer
• Disability and life insurances
• FMLA, parental and other leave
• Employee Assistance Program (for mental health, financial planning, and other needs)
• Company-provided laptop
• Employee discounts on Norton books
• Limited matching of employee donations to eligible non-profit organizations
• All policies and benefits described are subject to change at any time.
  
  

Keyword: Client Services Director