Atypon is a SaaS company providing the academic publishing community with a content hosting platform handling all their digital publishing needs.
Working at the intersection of technology and publishing, we are searching for an accomplished professional who can work with our scholarly publishing clients to better use our products.
The Atypon team comprises people from around the globe with diverse professional backgrounds. We share a common goal with a desire to solve problems and help people.
Technical Account Managers at Atypon grow within the role to become subject-matter experts (SME) of our digital publishing platform.
They provide our customers with technical support, learning the ins and outs of what's possible out-of-the-box, as well as investigating new possibilities.
Account Managers establish strong relationships with customers, becoming their go-to person and primary point of contact within Atypon.
Day to day, team members triage and work together to help resolve problems and questions raised by our clients. By building that relationship our team also investigates new capabilities and trends in the publishing industry to better service our clients.
Backed by Atypon's project management and engineering teams, Technical Account Managers hold a unique role in being an advocate for our clients, while also setting client expectations and supporting our internal teams.
Establish an excellent relationship with clients to become a trusted resource in solving digital publishing challenges.
Build a comprehensive technical knowledge of the platform and use that knowledge to help clients get the most out of our products.
Understand the requirements of our clients, including strategic business objectives, technical requirements, and deadlines.
Accountable for the relationship with customers, managing customer expectations, and ensuring their needs are met in a timely manner.
Fix client problems directly when possible and educate them on how to do so themselves going forward.
Work with Atypon colleagues to achieve the successful launch and operation of content websites.
Effectively communicate with engineering teams and translate their feedback to our clients in an easy-to-understand way.
Work tactfully and effectively with vendors and third-party partners to facilitate the smooth operation of customer websites.
Regularly evaluate levels of customer satisfaction and proactively identify areas for improvement and address potential concerns.
Deliver product training for new and existing customers and assist with training of new co-workers.
Periodically be available for customer communication on a 24 / 7 basis
Minimum qualifications :
A higher education degree in Computer Science or a related technical subject, or equivalent practical experience.
Strong oral and written communication skills.
Experience building and maintaining excellent customer relationships.
Experience working with and managing external partners.
Knowledge of and experience with measuring and improving customer satisfaction.
Willingness to work with teams in multiple time zones.
Familiarity with common desktop applications and Google Tools (Google Sheets, Google Docs, etc)
Excellent organizational skills and ability to juggle concurrent projects, work under pressure, and meet deadlines.
Preferred qualifications :
Ability to present technical materials to groups of any size and background.
Experience with one or more general purpose programming language, including but not limited to : Java, C / C++ or Python
Good to have exposure to tools like JIRA and Confluence.
Excellent problem solving, analytical and troubleshooting skills.
Familiarity with SQL / MySQL and Unix / Linux operating systems and commands.
Understanding of the scholarly publishing and information industries. Background in online journal or book production a plus.
Travel as required to meet with specific partners / clients.
We are focused on creating a great environment for the people working at Atypon which, in turn, has an impact on how successful our product and company are.
We offer :
Flexible working hours
Work from home possibilities
Merit-based performance evaluation and objective setting
On-the-job training and career growth opportunities
Flexibility to spend on books and equipment that make your life easier
Company sponsored tech talks
Early Fridays during summer
Extended paid parental leave
Employee assistance program available