About Springer Nature Group

Springer Nature facilitates the path to discovery for researchers, educators, clinicians, and various professionals worldwide. With extensive range of imprints, books, journals, platforms, and technological solutions impact millions of individuals daily. With a legacy spanning over 180 years, Springer Nature Group have consistently served as reliable sources of knowledge for the communities. Today, Springer Nature Group consider own duty to ensure that essential knowledge remains accessible, verifiable, comprehensible, and applicable to their communities, empowering them to enhance outcomes, advance, and leave a positive legacy for future generations.

About the Role:

As a Customer Success Specialist, you will be responsible for the happiness, success, and retention of value customers. You will do this through supporting customers through the publication and review processes on the platform as well as answering other more general questions from the respective customers. You will also assist 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 academic channel programs 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. Springer Nature Group 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 Springer Nature Group 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’s 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

Ready to Empower Success? Join Springer Nature Group as a Customer Success Specialist! Apply Now to Shape the Future of Academic Publishing!

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