Technical Account Manager

Summary

Join ResearchGate as a Technical Account Manager (TAM) - Publisher Solutions and play a key role in building and maintaining relationships with leading academic publishers. You will guide publishers through integrating with the ResearchGate platform, overseeing technical onboarding and content management. Responsibilities include driving customer success, understanding customer needs, assisting with all aspects of their ResearchGate presence, improving technical documentation, developing customer reporting, and conducting maintenance and troubleshooting. This full-time, remote-first position based in Berlin offers flexible working arrangements. The ideal candidate possesses 3+ years of work experience, including 2+ years in technical account management, along with specific technical skills and strong communication abilities.

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 patterns
• 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)

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

Preferred Qualifications

Experience with the Journal Article Tag Suite (JATS) and COUNTER reporting is a plus

Benefits

• Flexible working environment that adapts to your life circumstances
• A generous 30 full days of vacation for you to unwind
• Days focused for your professional development to further grow your career
• Free access to a platform to support your mental wellbeing
• We support a remote work approach by enabling our team to temporarily work across borders (up to 120 days a year)