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- Tasks: Support JAMS users, manage queries, and enhance user experience on our platform.
- Company: Join MDPI, a leader in open access publishing since 1996.
- Benefits: Full-time role in Manchester with a vibrant office atmosphere.
- Why this job: Be part of a mission to make research accessible and impactful.
- Qualifications: Bachelor's degree; editorial or publishing experience is a plus.
- Other info: Dynamic team environment with opportunities for growth and learning.
The predicted salary is between 36000 - 60000 £ per year.
Join to apply for the JAMS Customer Success Specialist role at MDPI Romania. A pioneer in scholarly open access publishing, MDPI has supported academic communities since 1996. Our mission is to foster open scientific exchange in all forms across all disciplines. We operate more than 400 diverse, peer-reviewed, open access journals supported by over 35,500 academic editors. We serve scholars worldwide to ensure the latest research is openly and broadly available.
We are seeking a Customer Service Specialist to join our IT department in MDPI Manchester office. The main objective of the CSS is to provide a frictionless, enjoyable user experience on the JAMS platform. Additionally, the CSS helps convert leads into actual users, bolstering production adoption and strengthening backend operations by making them more efficient. JAMS simplifies academic publishing by integrating all key journal management tasks into a single, intuitive platform. Authors submit manuscripts directly, ensuring complete and accurate submissions. Editors manage workflows from a centralized dashboard, assign reviewers, and make decisions with full visibility, supported by automated notifications.
Location: Manchester. This is a full-time in-office role. The office is located next to Piccadilly Gardens.
Main tasks and responsibilities:
- Manage support requests from JAMS users, providing first-level support and escalating bugs or complex issues to the technical team.
- Assist JAMS customers with system configuration and answer queries on how to best use the JAMS application.
- Write knowledge-based articles, release notes and other product documentation to help users understand JAMS and navigate changes.
- Liaise with the Engineering team by filing Jira tickets for bugs or simple changes and assisting the QA team in testing and validating new features.
Additional responsibilities:
- Handle lead queries about the product, pricing, and demo requests.
- Arrange product demonstrations for prospects.
- Maintain lead contact data in the CRM system (HubSpot).
- Prepare quarterly invoices for JAMS customers and forward them to the Billing team.
- Onboard new users through targeted emails and in-app notifications.
- Track files and issues related to production services for JAMS customers.
Skills and Qualifications:
- Bachelor's degree in any subject.
- Editorial experience (desired).
- Experience in publishing (desired).
- Knowledge of Microsoft Office 365.
- Flexibility and ability to multitask.
If you wish to apply, please use the link below. We thank you for your interest in MDPI!
JAMS Customer Success Specialist employer: MDPI Romania
Contact Detail:
MDPI Romania Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land JAMS Customer Success Specialist
✨Tip Number 1
Get to know the JAMS platform inside out! Familiarise yourself with its features and functionalities so you can confidently discuss how it enhances the user experience during interviews. This will show that you're genuinely interested in the role and ready to hit the ground running.
✨Tip Number 2
Network like a pro! Connect with current employees on LinkedIn or attend industry events to learn more about MDPI and the Customer Success Specialist role. Building relationships can give you insider info and might even lead to a referral!
✨Tip Number 3
Prepare for common interview questions related to customer service and technical support. Think of examples from your past experiences where you've successfully resolved issues or improved user satisfaction. We want to see how you handle real-life scenarios!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re serious about joining the MDPI team and contributing to our mission of fostering open scientific exchange.
We think you need these skills to ace JAMS Customer Success Specialist
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the JAMS Customer Success Specialist role. Highlight any relevant experience in customer service or publishing, and don’t forget to showcase your skills with Microsoft Office 365!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you’re passionate about academic publishing and how you can enhance the user experience on the JAMS platform. Keep it engaging and personal!
Showcase Your Communication Skills: As a Customer Success Specialist, communication is key. In your application, demonstrate your ability to convey complex information clearly and concisely. This could be through examples of past experiences or specific achievements.
Apply Through Our Website: We encourage you to apply directly through our website for the best chance of success. It’s super easy, and you’ll be one step closer to joining our awesome team at MDPI!
How to prepare for a job interview at MDPI Romania
✨Know Your JAMS
Before the interview, make sure you understand the JAMS platform inside and out. Familiarise yourself with its features and how it simplifies academic publishing. This will not only show your enthusiasm for the role but also help you answer questions more effectively.
✨Showcase Your Customer Service Skills
Prepare examples from your past experiences where you've provided excellent customer service. Think about specific situations where you resolved issues or improved user experiences. This is crucial for a Customer Success Specialist role, so be ready to share these stories!
✨Brush Up on Technical Knowledge
Since you'll be liaising with the technical team, having a basic understanding of common technical issues and how to troubleshoot them can set you apart. Be prepared to discuss how you would handle support requests and escalate issues when necessary.
✨Ask Insightful Questions
At the end of the interview, don’t forget to ask questions! Inquire about the team dynamics, the challenges they face with JAMS, or how success is measured in this role. This shows your genuine interest in the position and helps you gauge if it's the right fit for you.
