Customer Success Manager Offline

We build AI-powered SaaS tools that understand, discover, and recommend scientific papers and experts. For the past 8 years, we've helped businesses and academic institutions stay at the cutting edge of research. We have more than 50 clients, including Europe's largest scientific funding agencies, top-10 scientific publishers and universities.

Responsibilities:
 

• Conducting initial onboarding meetings

• First line support via emails:

  answering simple inquiries, troubleshoot common issues, escalate complex questions to supervisor

• Assisting with clients’ requests focused on working with data:
  • maintain the integrity of our author database by updating profiles and disambiguating merged records;
  • ontology curation (contribute to the ongoing development of our internal ontology by working with a large number of concepts)
• Assisting with monitoring of customer satisfaction metrics
• Updating and maintaining clients’ information in CRMs (Notion & Hubspot)
• Assisting with knowledge base creation

Skills and Experience:
 

• 2+ years of experience in a customer support
• Strong written and verbal English communication skills, particularly in handling email-based support and online meetings
• Attention to detail and accuracy, especially when working with data
• Experience with CRMs (e.g., Notion, HubSpot) or the ability to learn them quickly
• Ability to work independently and strong organizational skills

What we can offer:
 

• The position is fully remote.
• Standard working hours: no night shifts, etc.
• No bureaucracy - We are a small team where new ideas quickly grow in to new products and new releases. See your work make an immediate impact.
• You will be able to grow professionally, while working with some of the biggest publishing houses and funding agencies in the world.
• Competitive salary.