Job Description
This is a full-time position based in Berlin. We are a remote-first organization and support mobile and flexible working.
ResearchGate is the professional network for scientists and researchers.
From rising sea levels to rising inequality, mass migration to mass extinction, the problems facing our world are immense. Still, we’re optimistic about the power of millions of scientists working in unity to overcome any challenge.
We provide scientists with the help and support they need by connecting them to the world’s most active scientific community. We've built a platform that gives the world's scientists the tools and services they need to connect, collaborate, and advance their research. Over 25 million members from 193 countries use ResearchGate to share, discover, and discuss research.
Objective of the Role
The Technical Account Manager (TAM) - Publisher Solutions will be a key member of our Publisher Solutions Team and will help build, maintain, and grow commercial relationships with leading academic publishers. They will assist them in their journey to integrate with the wider ResearchGate platform and community, and in particular oversee the technical onboarding and maintenance of the publisher identity, brand, and content on ResearchGate.
Responsibilities:
Drive customer success and adoption of our publisher solutions, particularly our Journal Home product, including content syndication, publisher and journal branding, open access agreements and more.Understand and advocate for customer needs in order to overcome adoption blockers and drive new feature development together with Product. Lead across multiple work streams and teams to maintain customer momentum.Assist customers with all aspects of their presence on ResearchGate, including operational aspects of initial customer onboarding and continuing maintenance to ensure timely, efficient, and trouble-free integration of customer content to ResearchGate.Develop and continuously improve our technical documentation, and lead the customer communication around all operational aspects of their presence on ResearchGate.Assist the development and execution of all customer-oriented reporting, building an understanding of customer data needs and ensuring they are delivered. Develop a keen understanding of the metrics driving incremental content consumption and be a champion to demonstrate that to customers on a regular basis.Conduct routine maintenance and troubleshooting, acting as the central point of contact for the customer (working with Product and Engineering to deliver solutions), while keeping the customer apprised of the status of their issues at all times.Requirements:
3+ years of work experience, including 2+ years of technical account management experience, preferably with hands-on experience in technical onboarding and integration of customers to B2B SaaS solutions.Working technical knowledge of SFTP, XML, regular expressions, and file patternsExperience with the Journal Article Tag Suite (JATS) and COUNTER reporting is a plus.Excellent interpersonal, communication and facilitation skills, with fluent and idiomatic English. Strong and demonstrated passion to deliver a great service experience to customers. Demonstrated project management and organization skills to drive technical onboarding and adoption projects in a timely manner.Strong analytical skills and affinity for data-driven approaches, with the ability to use derived insights to inform, develop, and continuously improve the customer experience of our publisher product portfolio. Experience in using CRMs such as SalesForce, and other common productivity and documentation tools (like Confluence, JIRA, Google Docs).
