Technical Account Manager (m/f/d)

This is a full-time position based in Berlin. We are a remote-first organization and support mobile and flexible working.

ResearchGate is the professional network for scientists and researchers. 

From rising sea levels to rising inequality, mass migration to mass extinction, the problems facing our world are immense. Still, we’re optimistic about the power of millions of scientists working in unity to overcome any challenge.

We provide scientists with the help and support they need by connecting them to the world’s most active scientific community. We've built a platform that gives the world's scientists the tools and services they need to connect, collaborate, and advance their research. Over 25 million members from 193 countries use ResearchGate to share, discover, and discuss research.

Objective of the Role

The Technical Account Manager (TAM) - Publisher Solutions will be a key member of our Publisher Solutions Team and will help build, maintain, and grow commercial relationships with leading academic publishers. They will assist them in their journey to integrate with the wider ResearchGate platform and community, and in particular oversee the technical onboarding and maintenance of the publisher identity, brand, and content on ResearchGate.

• 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.

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

Life at ResearchGate 

You'll be working in an open and empowered company culture, with the chance to individually shape your professional development and growth. Enjoy being a part of an energetic team that’s passionate about changing science for the better. We’re a team of optimists from around the world and from many different backgrounds guided by our mission to connect the world of science and make research open to all.

Enjoy a flexible working environment that adapts to your life circumstances, a generous 30 full days of vacation for you to unwind and days focused for your professional development to further grow your career along with 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) Most of us work from the comfort of our homes, but our office located in the heart of Berlin is still open for you as an opportunity to change scenery and meet others. We occasionally come together for team summits, workshops, and in-person meetings, but fully embrace a remote-first approach to work. 

ResearchGate is an equal opportunity employer

We encourage people from all backgrounds and life experiences to apply with us and help us change the world of science. We commit to impartial and inclusive hiring processes, and therefore ask you to please refrain from adding a picture and your age to your application form or CV. 

Our hiring decisions are made based on your skills and qualifications, regardless of your age, gender, origin or race/ethnicity, nationality, sexual orientation, disability status, religion, or any other (perceived) personal characteristics. We are excited to receive your application. 

ResearchGate Intro and Mission  

ResearchGate is the largest professional network for scientists and researchers. We've built a platform that helps the world's scientists and researchers to connect, collaborate, and advance their research to drive progress towards a better world.

Over 25 million members from 193+ countries use ResearchGate to share, discover, and discuss research.