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Customer Success Specialist

Type: Full-time

Location: GTA

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About JMIR Publications

JMIR Publications, an academic publisher of peer-reviewed STM journals with an emphasis on medicine, health, and technology titles, is seeking enthusiastic, self-motivated team members. We are a rapidly growing open access publisher (Growth500 company — one of the fastest-growing companies in Canada) with a strong social mission: To transform scholarly communication, and to make health and medical information available to people when they need it. While our primary users and clients are academic authors and researchers, we are increasingly developing innovative products and services for other user groups such as patients and consumers. We are currently looking to hire a talented Customer Success Specialist to lead our customer experience efforts, driving a consistently superior experience and high-quality engagement of authors, reviewers, editors, board members, institutional partners, and industry partners. The successful candidate will focus on constantly improving our standard of service, along with our processes, systems, and communications, and will lead special initiatives and projects to advance these goals.

To keep our candidates safe, we are hiring and on-boarding 100% remotely with all employees working remotely during the COVID-19 pandemic.

PRIMARY DUTIES AND RESPONSIBILITIES

Reporting to the Director of Operations, the successful candidate will be responsible for shaping and executing key activities supporting customer experience, engagement, and success. Key responsibilities include: Customer Service

  • Managing all inbound customer inquiries, via Zendesk

  • Triaging “level 2” inquiries to the appropriate department (Billing, Editorial, Engineering, Copyediting, Production, Marketing, etc.), ensuring appropriate follow-through is completed

  • Maintaining quick response and resolution timeframes and realizing the highest degree of satisfaction among authors and other customers

  • Efficiently and effectively communicating with authors, guiding them on process, policy, payments, service add-ons where appropriate, etc., ensuring that all internal requirements are met

User Experience Documentation and Training

  • Supporting the consistent updating of all Knowledge Base (KB) articles affecting user experience, working closely with other departments as needed

  • Frequently checking the language and style of KB articles for currency, positive tone, and clarity

  • Monitoring and measuring the effectiveness and use of KB articles, making recommendations for any architecture adaptations or new content, as search patterns or other indicators may suggest

  • Tracking author experience measures and service level agreements and making recommendations and adjustments as needed

  • Providing ongoing training across teams to ensure that new knowledge and experience developments are transferred, understood, and integrated into core practices Reporting and Recommending

  • Reporting on and analyzing Zendesk statistics and customer service performance monthly and as-needed

  • Regularly adding to the quantitative feedback of authors that we receive with qualitative research of their experiences and how we can improve them

  • Making recommendations of new processes and approaches to meet the authors needs

Internal Communications

  • Coaching and ensuring that all teams are made aware of updates to processes and systems that affect author/user experience and that all requirements are well-documented for internal stakeholders and departments, following established protocols and best practices

EDUCATION

  • Bachelor’s degree, ideally in communications, marketing, business, or related field

EXPERIENCE

  • 2 to 5 years of experience in a corporate B2B customer service role or customer-facing environment, with accountability for benchmarking, evaluating, and achieving ambitious service-level agreements (SLAs)

  • Extensive experience articulating and documenting standard operating procedures (SOPs) and training members of an organization on SOPs

  • Experience supporting authors, researchers, or other members of the academic community is strongly preferred

TECHNICAL REQUIREMENTS

  • Advanced knowledge of CRM and helpdesk software

  • Experience with data analysis and use of data analytic software

  • Ability to use commercial software and other information systems tools used across publishing operations

Desired

  • Knowledge/experience of manuscript management software from submission through to publishing would be an asset

COMPENSATION & WHAT WE OFFER Benefits:

  • Extensive 100% employer-paid insurance benefits (Extended Health Care, Dental Care, Vision Care, and Life Insurance)

  • Great atmosphere with great people to work with

  • Opportunity to be part of a dynamic, high performance team where you can develop and advance your career in a fast-growing organization

Remote work:

  • Flexible/temporary, due to COVID-1

Job Types: Full-time, Permanent

Benefits:

  • Casual dress

  • Dental care

  • Extended health care

  • Vision care

Schedule:

  • 8 hour shift

  • Monday to Friday

Work remotely:

  • Temporarily due to COVID-19

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