Job Description

Job Title: Customer Success Specialist

Location: Pune

About Springer Nature Group

Springer Nature opens the doors to discovery for researchers, educators, clinicians, and other professionals. Every day, around the globe, our imprints, books, journals, platforms, and technology solutions reach millions of people. For over 180 years our brands and imprints have been a trusted source of knowledge to these communities and today, more than ever, we see it as our responsibility to ensure that fundamental knowledge can be found, verified, understood, and used by our communities \xe2\x80\x93 enabling them to improve outcomes, make progress, and benefit the generations that follow.

About Springer Nature Technology and Publishing Solutions

Springer Nature Technology and Publishing Solutions is the technology and publishing solutions arm of the Springer Nature Group. We leverage our insight in the publishing domain and acquire, produce and deliver content across media and markets using our Technology and Publishing Solutions. With a focus on technology driven solutions and deep insight in the publishing domain, Springer Nature Technology and Publishing Solutions offers a range of services that help our Group brand acquire, produce and deliver content in the most efficient ways possible. We are driven by over 1000 professionals in Technology, Research & Analysis and Marketing shared services.

About the Role

As a Customer Success Specialist, you will be responsible for the happiness, success, and retention of our customers. You will do this through supporting our customers through the publication and review processes on our platform as well as answering other more general questions from our customers. You will also assist our editorial teams by becoming an expert on various aspects of the in-house platform, helping streamline workflow and ensure maximum efficiency. You will also learn about our academic channel program and assist in on-boarding new channels and helping these customers be as successful as they can be. You will go above and beyond to provide world class customer experiences, resolve customer inquiries, and overall put our customers first. We aim to improve the lives of researchers by streamlining the academic publishing process - if you want to devise and deliver high-quality solutions that help to change the publishing status quo, then we want you!

Role Responsibilities:

• Become an expert on SN publishing process to support our external and internal customers

• Respond or escalate support tickets from these customers as needed

• Assist in managing editorial teams by answering editor questions and overseeing editor workflow

• Work with channel clients to get new channels up and running and ensure current channels are operating efficiently and successfully

• Consistently meet personal and team qualitative and quantitative metrics.

• Partner with cross-functional, internal teams on a regular basis.

Educational Qualification: Bachelor\xe2\x80\x99s degree or equivalent (Preferred B. Tech with Customer Support role)

Years of Experience: 4-8 years

Place of Work: 1201/1301, Building No. 5 (R3), Gera Commerzone, Kharadi, Pune (Working in Hybrid Model)

Essentials:

• Minimum 2 years of experience with ticket or case resolution in a customer service, customer success or customer experience environment

• Proven success working independently, autonomously and reliably, all with a positive attitude and a smile on your face

• Experience partnering with product and development teams and subject matter experts and working in Scrum/Agile environments

• Understanding/familiarity with academic publishing (or a desire to learn)

• Experience working with ZenDesk is a plus

Desired:

• Superb written and verbal communication skills

• Highly organized and detail oriented

• Self-motivated and a self-starter

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Responsibilities:
Eligibilities:

Springer Nature