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- Tasks: Support JAMS users, resolve issues, and enhance their experience on our platform.
- Company: Join MDPI, a leader in open access publishing since 1996.
- Benefits: Full-time role in a vibrant Manchester office with growth opportunities.
- Why this job: Be part of a mission to make research accessible and impactful.
- Qualifications: Bachelor's degree, attention to detail, and a passion for customer service.
- Other info: Dynamic team environment with opportunities to learn and grow.
The predicted salary is between 30000 - 42000 £ per year.
Join to apply for the JAMS Customer Success Specialist role at MDPI. 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 from around the world to ensure the latest research is openly and broadly available.
We are seeking a Customer Service Specialist to join our IT department in our MDPI Manchester office. The main objective of the CSS is to provide a frictionless, enjoyable experience to users on the JAMS platform. Additionally, the CSS helps with converting leads into actual users, bolstering production adoption and strengthening our backend operations by making them more efficient. JAMS simplifies academic publishing by integrating all key journal management tasks into a single, intuitive platform.
Location: Manchester. This is a full-time in‑office role. The office is located next to Piccadilly Gardens in Manchester.
Responsibilities:- Manage support requests from JAMS users, solving issues as 1st‑level support layer and escalating bugs or complex issues to the technical team.
- Assist JAMS customers with system configuration, replying to their queries on how to best use the JAMS application to achieve the outcome they are seeking.
- Write knowledge‑based articles, release notes and other product documentation helping users to better understand JAMS and navigate the changes we release on the application from time to time.
- Liaise with the Engineering team by filing Jira tickets for bugs or simple changes as well as helping the QA team test and validate the new features.
- Taking care of lead queries about the product, the pricing and demo requests.
- Arrange product demonstrations to show how JAMS works to prospects.
- Maintain lead contact data on the CRM system (HubSpot).
- Preparation of quarterly invoices for JAMS customers and pass them on to the Billing team.
- Onboarding of new users on the application through targeted emails and in‑app notifications.
- Tracking of files and issues regarding the production services to JAMS customers.
- A Bachelor's degree in any subject.
- Editorial experience (desired).
- Experience in publishing (desired).
- IT literacy (desired).
- Knowledge of Microsoft Office365.
- Good attention to detail.
- Flexibility and the ability to multitask.
Seniority level: Entry level. Employment type: Full‑time. Job function: Other. Industries: Book and Periodical Publishing.
If you wish to apply, please use the link below. We thank you for your interest in MDPI!
JAMS Customer Success Specialist employer: MDPI
Contact Detail:
MDPI 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 benefits users. This will show your genuine interest and help you stand out during interviews.
✨Tip Number 2
Network like a pro! Connect with current employees on LinkedIn or attend industry events. Building relationships can give you insider info about the company culture and even lead to referrals, which can be a game-changer in landing the job.
✨Tip Number 3
Prepare for common interview questions related to customer success and problem-solving. Think of examples from your past experiences where you’ve turned a frustrated customer into a happy one. This will demonstrate your skills and adaptability!
✨Tip Number 4
Don’t forget to follow up after your interview! A simple thank-you email expressing your appreciation for the opportunity can leave a lasting impression. Plus, it shows your enthusiasm for the role and the company!
We think you need these skills to ace JAMS Customer Success Specialist
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experiences that align with the JAMS Customer Success Specialist role. Highlight any relevant customer service or IT experience, and don’t forget to mention your attention to detail!
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 contribute to making users' experiences on the JAMS platform frictionless and enjoyable.
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 the easiest way for us to receive your application and get to know you better!
How to prepare for a job interview at MDPI
✨Know Your JAMS
Before the interview, take some time to familiarise yourself with the JAMS platform. Understand its features and how it simplifies academic publishing. This will not only show your genuine interest in the role but also help you answer questions more effectively.
✨Showcase Your Customer Service Skills
Prepare examples from your past experiences where you've successfully resolved customer issues or improved user experiences. Highlight your ability to communicate clearly and empathetically, as this is crucial for a Customer Success Specialist.
✨Be Ready to Discuss Technical Skills
Even if you're not applying for a technical role, having a basic understanding of IT literacy and familiarity with tools like HubSpot can set you apart. Brush up on your knowledge of Microsoft Office365 and be prepared to discuss how you can leverage these tools in your role.
✨Ask Insightful Questions
At the end of the interview, don’t hesitate to ask questions about the team dynamics, the challenges they face, or how success is measured in the role. This shows your enthusiasm and helps you gauge if the company culture aligns with your values.
