Client Success Analyst responsible for managing customer satisfaction and engagement strategies at CMSL. Analyzing data and monitoring performance indicators to support customer experience.
About the role
- Customer Support Executive working with global colleagues to address online support queries and conduct quality assurance testing for Emerald’s products. Collaborating on service enhancements and ensuring high customer satisfaction.
Responsibilities
- Ensure all customer queries into the support desk are responded to in a timely, accurate and efficient manner
- Ensure that customer access to our websites is set up correctly once their account and subscription details are active
- Set up and amend trial access to Emerald’s products for new and existing customers
- Set up and amend journal access to Emerald’s products for our author community
- Maintain an excellent working knowledge of Emerald’s electronic products/services, business models and websites
- Assist customers with general website use, usage reports, profile creation and site navigation
- Subject matter expert for functional areas of the Emerald websites including search, browse, library administration, e-commerce, customer access and authentication
- Ensure that help files are maintained in line with developments of the Emerald web platforms
- Help with the standardization of responses to customer queries to improve departmental efficiency and consistency
- Raise bugs, incidents and change requests where appropriate, ensuring escalation procedures are adhered to
Requirements
- Prior experience within a web customer support/service role is essential (Minimum 1 year)
- An ability to think independently, show initiative and willingness to learn using team resources
- The successful candidate will have excellent IT skills, be familiar with web technologies and can learn new systems quickly
- You must have excellent communication skills and be able to articulate technical and sometimes complex issues in a user-friendly manner
- A working knowledge of federated access through OpenAthens/Shibboleth (SAML 2.0) would be advantageous
- You must be well-organized and adaptable to the changing demands of the role
- Accuracy and attention to detail are essential and the ability to think logically is vital
- Must be committed to delivering exceptional customer service in line with Emerald Publishing’s values
- Desirable Attributes:
- Experience within the publishing industry would be an advantage
- A degree of flexibility is desirable as we provide help-desk support to our international customer base and colleagues in regional offices
- Experience of using SaaS Customer Support software (FreshDesk)
Benefits
- 38 days annual leave (inclusive of bank holidays)
- Remote flexible working
- Discretionary performance bonus
- 6% pension contribution (raising to 7% if you choose to increase your contribution above 2%)
- Various benefits aimed at supporting your wellbeing and work-life balance such as a working from home allowance
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