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
Harvard Business Impact empowers organizations to unlock the full potential of their people and drive transformation in a rapidly changing world.
The Learner and Technology Services (LTS) European Union Datacenter (EUDC) Specialist serves as the primary subject matter expert for EU Datacenter operations and the primary point of contact for clients requiring technical and operational support. Supporting organizations that utilize Harvard Business Publishing's digital learning platforms and services, this role combines technical expertise with exceptional customer relationship management to deliver a high-touch, white-glove support experience. The EUDC Specialist is responsible for managing EU Datacenter-specific processes, safeguarding restricted PII in compliance with applicable privacy requirements, and ensuring clients receive timely, effective, and proactive support.
This is a multi-purpose role that combines Tier 2 technical support, platform administration, user management, operational oversight, and technical integration support. The ideal candidate is a strong communicator and relationship builder who thrives in a client-facing environment, confidently manages escalations, partners with stakeholders at all levels, and bridges business needs with technical solutions while consistently delivering an exceptional customer experience.
What you'll do
Serve as the primary owner and subject matter expert for EU Datacenter operations, processes, restricted PII workflows, and client support activities.
Provide advanced Tier 2 technical support by troubleshooting complex platform, user, integration, and system issues while delivering a high-touch, client-focused support experience through effective communication, issue ownership, and timely resolution.
Build and maintain strong client relationships by serving as a trusted partner, managing escalations, setting clear expectations, and providing proactive updates throughout the issue resolution process.
Manage user administration activities, including account provisioning, permissions, access management, and related operational processes.
Support and troubleshoot technical integrations, including LMS integrations, Single Sign-On (SSO), APIs, xAPI connections, and data feeds.
Partner with internal teams, third-party vendors, and platform providers to investigate issues, implement solutions, communicate updates, and improve service delivery.
Effectively manage multiple priorities, critical client needs, and competing deadlines in a fast-paced environment while maintaining a high standard of quality, responsiveness, and customer satisfaction.
Monitor support trends, identify recurring issues, and recommend process, system, and operational improvements that enhance the client experience.
Develop and maintain documentation, knowledge articles, and operational procedures that promote consistency, scalability, and team effectiveness.
Represent the support team in cross-functional initiatives, advocating for client-focused solutions and continuous improvement across the business.
What you'll bring
5+ years of experience in educational technology, technical support, product support, client success, systems administration, implementation, or a related field.
Demonstrated experience troubleshooting complex technical and operational issues, identifying root causes, and driving issues through resolution while balancing client needs and business priorities.
Strong proficiency with Microsoft Office Suite, CRM and ticketing platforms (such as Salesforce and Zendesk), learning management systems (LMS), Splunk, Jira, or similar enterprise technologies.
Excellent communication and relationship-building skills, with the ability to translate technical concepts for both technical and non-technical audiences and collaborate effectively across teams.
Strong organizational, analytical, and problem-solving skills, with the ability to manage multiple priorities, maintain detailed documentation, and deliver results in a fast-paced environment.
Demonstrated commitment to customer service excellence, continuous process improvement, and operational best practices.
Experience handling sensitive customer information and working within established data privacy and security requirements.
You'll stand out if you have
Experience supporting clients in a SaaS, EdTech, or enterprise software environment.
Familiarity with GDPR, EU data privacy regulations, or regulated data environments.
Experience supporting Single Sign-On (SSO), LMS integrations, APIs, xAPI, identity management systems, and data feeds.
Knowledge of escalation management, incident response, troubleshooting authentication issues, and service operations.
Experience utilizing reporting, analytics, or monitoring tools to identify trends and improve service delivery.
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.
This position is open to candidates who are currently based in and authorized to work in the Netherlands. The salary range for this role is €65,500 to €74,000 annually, depending on experience, skills, qualifications, and overall alignment with the requirements of the position. In addition to base salary, employees are eligible for Harvard Business Publishing's comprehensive benefits package and other company-sponsored programs offered in accordance with local employment practices.
Above is the annualized pay range for this position. In addition, this position includes the opportunity to earn our annual Performance Based Variable Pay Program. Actual salary will be set based upon a range of factors, including external benchmark market data, individual knowledge, skills, experience, location and internal equity.
