Job Description

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 175 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 - enabling them to improve outcomes, make progress, and benefit the generations that follow.

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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 - enabling them to improve outcomes, make progress, and benefit the generations that follow.

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\'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

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At Springer Nature, we value the diversity of our teams and work to build an inclusive culture, where people are treated fairly and can bring their differences to work and thrive. We empower our colleagues and value their diverse perspectives as we strive to attract, nurture and develop the very best talent.

Springer Nature was awarded Diversity Team of the Year at the 2022 British Diversity Awards. Find out more about our DEI work .

If you have any access needs related to disability, neurodivergence or a chronic condition, please contact us so we can make all necessary accommodation.

Springer Nature