Full-time | Remote (US) - Strong preference for candidates in the Austin, TX area for time-zone alignment and occasional in-person collaboration
Bookwire has been one of the world's leading digital publishing technology companies for more than 15 years. With our technology platform "Bookwire OS" ("The Operating System for Digital Publishing"), we provide our customers with comprehensive support in the distribution and marketing of their digital content such as e-books, audiobooks and podcasts. As a full-service partner, we offer our customers from the publishing and media industry the entire digital business process, from the creation of digital formats to digital delivery and marketing to analysis and billing. Our team is growing and now comprises over 170 employees spread across locations in Germany, the UK, France, Spain, Italy, Brazil and the US. We would now like to expand our team in the United States of America.
The exciting combination of publishing and digital, of innovation and love for content, of people and technology.
We are growing continuously and have big plans for the future - with us, you can make a difference!
As a Customer Experience Lead, you will oversee publisher client onboarding, operational initiatives, and ongoing account management for both new and existing clients from tactical, technical, operational, and relationship management perspectives. In addition to driving successful project execution, you will act as a key point of contact for assigned client accounts, building strong client relationships, leading business reviews, and identifying opportunities for growth and increased platform adoption.
You will play a critical role in supporting our growing US team that distributes digital content globally, combining technical proficiency, operational ownership, commercial awareness, and client engagement across the full client lifecycle journey.
Success in this role will be measured through strong client relationships, effective onboarding and implementation execution, operational efficiency, client retention, and continued platform engagement.
Projects and accounts will vary in complexity, and your ability to flex across technical execution, operational coordination, client account management, and commercial objectives will be a strong asset in this role.
Client Relationship Management
- Serve as the primary contact for assigned clients, managing multiple sub-accounts.
- Develop a deep understanding of clients’ priorities and represent their interests internally to improve service.
- Manage ongoing client relationships, serving as a trusted advisor and primary point of contact.
- Maintain clear and regular communication with clients regarding software and digital distribution workflows.
- Lead regular business reviews to assess performance, surface insights, and align on goals.
- Identify opportunities for upselling, cross-selling, and increased feature adoption.
Operational & Technical Execution
- Handle first-level support inquiries and escalate complex issues to global operations teams.
- Track and follow up on requests and incidents to ensure timely resolution.
- Analyze client submitted digital files related to eBooks and audiobooks for specification compliance.
- Set up, test, and audit delivery channels.
- Iterate and modify process implementations.
- Recommend updates to workflows and internal/external documentation based on client experiences.
Onboarding & Implementation Management
- Onboard new clients (4–6 per month, ranging from standard to enterprise clients).
- Implement client projects to the OS platform.
- Initiate due diligence to validate project scope.
- Communicate requirements and next steps to stakeholders and clients.
- Create and manage project plans and timelines.
- Follow up with internal and external teams to maintain schedules.
Commercial & Cross-Functional Collaboration
- Support sales operations through pipeline visibility, account insights, and coordination with commercial teams.
- Collaborate cross-functionally with sales, product, operations, finance, and channel management teams to support customer success and operational alignment.
- Tech-savvy, curious, and eager to learn.
- 2+ years of experience in client support, account management, operations, project management, customer experience, SaaS, or digital publishing preferred.
- Familiarity with digital publishing workflows (e.g., metadata, eBooks, audiobooks) and tools such as ONIX, content management systems (CMS), customer relationship management (CRM) platforms like Salesforce, project management systems, and analytics dashboards is a plus.
- Comfortable working with CSV, XML, and other digital file formats.
- Detail-oriented, highly organized, and patient with complex setups and customer implementations.
- Strong communicator who enjoys working with people and managing cross-functional relationships.
- Ability to balance technical troubleshooting, operational execution, and commercial account ownership.
- Comfortable managing multiple priorities and projects simultaneously in a fast-paced environment.
- Interest in books and familiarity with the publishing industry.
- Comfortable working in multicultural environments.
- Flexible remote work within the US, with a strong preference for Austin-area
- Exciting work in an international, growing and innovative environment
- A growing, competent and highly motivated team
- An open corporate culture with flat hierarchies and fast decision-making processes
- Work-life balance through flexible working hours and home office options
- Further development on a professional and project level
Competitive salary based on the applicant’s education, experience, knowledge, skills, and abilities as well as geographic location, internal equity, and alignment with market data.
- Generous benefits beginning on the first day of employment, including medical, prescription drug, vision, and dental coverage as well as HSA and health and dependent care FSA
- 401K matching, life and AD&D insurance, Employee Assistant Program, group legal coverage, and more
Then please complete the application form, including your possible starting date and salary expectations in USD (salary is competitive and based on location and experience).
Your contact:
Cheryl Clayton – Senior Manager, Customer Experience
