Technical Account Manager
Atypon
England, Oxford
5d ago

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Description

Atypon is a SaaS company providing the academic publishing community with Literatum, a full-service hosting platform that handles licensing, CMS, and website UI.

Working at the intersection of technology and publishing, we are searching for an accomplished professional who can work with our clients to better use our software offering.

Our team has people from many diverse professional backgrounds, but we share a common goal in a desire to solve problems and help people.

Technical Account Managers at Atypon become subject-matter experts (SME) of our digital publishing platform and provide our customers with prompt and knowledgeable technical support, learning the ins and outs of what's possible both out-of-the-box as well as investigating new possibilities.

They 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, functioning as the main point of contact for them.

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.

Responsibilities

  • Establish an excellent rapport with customer contacts to become a trusted resource in maximizing their investment with Atypon.
  • Build a comprehensive technical knowledge of the customers’ platforms and use that knowledge to help them get the most out of our products
  • Understand the business requirements of our clients, including marketing efforts, technical requirements, and deadline scheduling
  • Accountable for the relationship with customers, manage customer expectations, and ensures that 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 technical / product teams and release managers to achieve the successful launch and operation of advanced content websites and to implement new features by working within established Atypon processes
  • Effectively communicate with engineering teams, and translate their feedback to our clients in an easy-to-understand method
  • Work tactfully and effectively with vendors and third party partners to facilitate 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
  • Requirements

    Minimum qualifications

  • BA / BS degree in Computer Science or a related technical subject or equivalent practical experience
  • Experience with web technologies such as HTML, CSS, JavaScript and HTTP
  • Strong oral and written communication skills and experience building and maintaining customer relationships
  • Experience working with and managing external partners and customers
  • Knowledge of and experience with measuring and improving customer satisfaction and loyalty
  • Ability and 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 deliver messages on the technical level and 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 Atlassian tool stack like JIRA / Confluence
  • Excellent problem solving, analytical and troubleshooting skills.
  • Familiarity with SQL / MySQL and Unix / Linux operating systems and commands
  • Familiarity with version control systems like GIT or SVN
  • Understanding of the publishing and information industries. Background in online journal or book production a plus
  • Travel as required to meet with specific partners / clients
  • Dealth In Benefit

    Company Pension Scheme

    Employee Assistance Program

    Cycle to work scheme

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