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
The Client Requests Specialist ensures smooth, compliant handling of inbound client requests and questionnaires during onboarding and through the life of the relationship. The role coordinates cross‑functional inputs from Subject Matter Experts (SMEs), manages SLA‑driven triage, and maintains the central repository and FAQs used by Sales and Support. The Client Requests Specialist safeguards accuracy and completeness of privacy, security, and regulatory responses and ensures governance processes are followed across all business units. (Scope aligned to CL/HBI Enterprise threads referencing the Client Requests workflow.)
Key Responsibilities
1) Intake, Triage & SLA Management
Run the intake triage on the ticketing system for new client requests; classify by type, sensitivity, and due date; assign owners; and track SLAs end‑to‑end.
Monitor SLA adherence daily; escalate risks proactively when timelines or quality are at risk; publish status updates to Sales and stakeholders.
Act as an escalation point for complex clients or high‑risk requests requiring internal SME review.
2) Compliance & Security Response Leadership
Support in privacy, security, and compliance checks during client onboarding; by coordinating with Subject Matter Experts (InfoSec, Privacy, , IT, Product, Data) and synthesize client‑ready responses.
Ensure responses reflect current HBP policies (e.g., supplier engagement/governance guidance) and are consistent with internal authority.
Maintain oversight of privacy/regulatory narratives and ensure appropriate approvals before release.
3) Knowledge Assets & Content Library
Draft and maintain standardized responses using the central repository; curate and regularly audit content to remove duplicates, retire outdated text, and add new approved language.
Build and refresh FAQs for Sales and Support; capture recurring questions from live engagements and feed improvements back into templates.
Perform QA on sensitive responses to ensure accuracy, completeness, and tone—recognizing many outcomes may have legal implications.
Conduct quality assurance reviews on sensitive communications to verify that all information is accurate, comprehensive, and appropriately worded—acknowledging that responses may carry legal significance.
4) Stakeholder Communication & Governance
Coordinate with Internal Team SMEs and Stakeholders to compile timely, accurate answers for clients and clarify scope where tickets are managed within teams.
Communicate updates, blockers, and decision needs to Sales; maintain a clear audit trail of requests, decisions, and approvals.
5) Reporting & Continuous Improvement
Prepare weekly and monthly reports by collecting, analyzing, and summarizing intake volumes, SLA performance, top risk themes, and knowledge‑base usage.
Recommend improvements to workflows, templates, and approval processes; support annual policy updates and ensure repository content is aligned accordingly.
Qualifications & Skills (Must‑Have)
Education: B.E/B.TECH/B.Sc./M.TECH/M.E/M.Sc. in Computer Science/ IT / Information Security / Data Privacy / Compliance (or related discipline).
Experience: ≥2 years in client onboarding, compliance, or a related governance function.
Strong understanding of hosting models; ability to interpret focus areas in client questionnaires and translate into clear, client‑ready language.
Proven ability to manage multi‑stakeholder workflows with firm ownership and follow‑through.
Excellent written and verbal communication; high attention to detail given legal consequences of inaccuracies.
Hands‑on tools like Guru, ticketing/work‑queue systems like Jira, and collaboration suites (M365/Teams/SharePoint/OneDrive/Confluence). Experience with Governance, Risk, and Compliance tools are a plus.
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.
Top Skills
What We Do
At Harvard Business Publishing, we believe in the power of leadership to inspire, to transform, and to advance the global good. We empower leaders with breakthrough ideas that solve problems, that elevate performance, and that unlock the leader in everyone. We help leaders move the world forward.
Harvard Business Publishing (HBP) was founded in 1994 as a not-for-profit, independent corporation that is an affiliate of Harvard Business School. We inform and inspire professionals, corporations, educators, and students around the world with the best in management thinking and practice. Through our articles, books, case studies, simulations, videos, learning programs, and digital tools, we reach thousands of organizations and millions of subscribers and social media followers.
With over 600 employees located in Boston (HQ), New York City, Australia, France, India, Mexico, the Netherlands, Singapore, the United Arab Emirates, and the United Kingdom, we serve as a bridge between academia and enterprises around the globe.
Our three market units—Education, Corporate Learning, and Harvard Business Review Group—produce a variety of media including print and digital (Harvard Business Review, Harvard Business Review Press books, Harvard Business School cases), events (participant-centered learning seminars, custom events, webinars), digital learning (Harvard ManageMentor, HMM Spark), blended learning, and campus experiences. Through these platforms, HBP is able to influence real-world change by maximizing the reach and impact of its essential offering—ideas.
Working at Harvard Business Publishing brings you into a global, dynamic organization that’s constantly discovering—new markets, new technologies and media platforms, and new groundbreaking ideas. You’ll find your co-workers intellectually curious and highly engaged. We collaborate. We experiment. We are always learning
