Jams Customer Success Specialist

• Manage support requests from JAMS users, solving issues as the first line of support and escalating bugs or complex problems to the technical team
• Assist JAMS customers with system configuration and respond to inquiries on how to best utilise the JAMS application to achieve their desired outcomes
• Create knowledge-based articles, release notes and other product documentation helping out users to better understand JAMS and stay informed about updates and new features
• Collaborate with the Engineering team by filing Jira tickets for bugs or simple changes, and support the QA team in testing and validating new functionalities
• Respond to inquiries from potential leads regarding the product, pricing, and demo requests
• Organize and conduct product demonstrations to showcase JAMS to prospective clients
• Maintain lead contact data in the CRM system (HubSpot)
• Prepare quarterly invoices for JAMS customers and forward them to the Billing team
• Support the onboarding of new users through targeted emails and in-app notifications
• Monitor files and issues related to production services provided to JAMS customers

• A Bachelor's degree in any discipline
• Confident in IT tools and systems
• Proficient in Microsoft Office 365
• Excellent attention to detail
• Flexible and able to manage multiple tasks effectively
• Eager to learn and grow
• A proactive, can-do attitude with a positive outlook

Editorial or publishing experience would be a plus

• Focused in-house training in editing scholarly content according to MDPI’s conventions by experienced editors
• Performance-based quarterly bonuses
• Clear progression pathways
• Flexible Working Times
• Twenty-five days of annual leave, in addition to bank holidays, paid leave for medical appointments, and days off for special circumstances such as moving house or getting married
• Bupa Health Cash Plan
• Access to our benefit platform “Perkbox”, which provides a range of discounts across various retailers such as food, drinks, tech, travel and more
• Cyclescheme and Techscheme
• Socials
• Convenient Transportation Links