JAMS Customer Success Specialist

Job Summary

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 smooth, 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.

What is JAMS? JAMS simplifies academic publishing by integrating all key journal management tasks into a single, intuitive platform. Authors submit manuscripts directly, ensuring complete and accurate submissions. Editors manage workflows from a centralized dashboard, assign reviewers, and make decisions with full visibility, supported by automated notifications.

https://jams.pub/

This is a full-time in office role. The office is located next to Piccadilly Gardens in Manchester.

As a Customer Success Specialist you will:

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.

Additional Responsibilities - Lead Management and Special Projects:

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.

Skills and Qualifications

A Bachelor's degree in any discipline
Editorial or publishing experience would be a plus
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.

Please submit your CV via the provided link. We thank you for you interest in MDPI and look forward to reviewing your application!

About MDPI

A pioneer in scholarly, open access publishing, MDPI has supported academic communities since 1996. Headquartered in Basel, Switzerland[NK1] , MDPI has the mission to foster open scientific exchange in all forms, across all disciplines.

We operate currently over 400 diverse, peer-reviewed, open-access journals supported by over 66,000 academic editors. We serve scholars from around the world to ensure the latest research is openly and broadly available.

Besides our main publishing business, we develop and maintain digital platforms and software ranging from scientific exchange platforms to article databases and search engines, all focused on empowering scholars and giving them the best possible product and service. As of the end of 2022, we count more than 6700 colleagues in 17 offices across 11 countries.

Benefits

Training and Bonuses

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

Employees can start work anytime between 7 am and 9 am.

Competitive Leave Packages

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

Enrolment onto private health membership with Bupa after successful completion of probation; covers aspects of dental work, opticians, physical therapy, and more.

Perkbox

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

Employees can save 25–39% on a bike and accessories, and up to 10% on tax when purchasing tech equipment from retailers such as Ikea and Currys.

Socials

Monthly office lunches, office snacks, social activities, and seasonal parties.

Convenient Transportation Links

Office based in Manchester city centre.
Short walk from Manchester Piccadilly and Manchester Oxford Road train stations.

Application Process

Candidates must submit their CV and cover letter. Shortlisted candidates will be contacted and asked to complete two editing tests. If successful, candidates will be invited to an interview, which is the final stage of the application process.

Diversity, Equality, and Inclusion

At MDPI, we believe in fostering an inclusive work environment that respects and values individual differences and prioritises growth through continued learning, support, and feedback. We are always seeking new initiatives to advance diversity and inclusion across all our offices to create a more equal workforce.