Customer Engagement Specialist - Job Description
As Customer Engagement Specialist, you will be responsible for developing and executing strategies to enhance engagement and customer service for OA Switchboard institutional participants, their satisfaction and loyalty. Your role will involve working closely with a portfolio of 150+ librarians to onboard and train them in using OA Switchboard data, further understand their needs, and ensure they receive exceptional service.
Our Team / About OA Switchboard
The OA Switchboard is a mission-driven, community led initiative designed to simplify the sharing of information between stakeholders about open access publications throughout the whole publication journey. It provides a standardised messaging protocol and shared infrastructure that is designed to operate and integrate with all stakeholder systems. It is built by and for the people who use it, and is leveraged with existing PID’s.
We operate a small team through a virtual global network organisation of experts, with a legal base in the Netherlands.
What you’ll do at OA Switchboard
- Build and maintain strong relationships with a portfolio of 100+ librarians, serving as their dedicated point of customer service contact within our organisation, ensuring their needs are met, issues are resolved promptly, and overall satisfaction is maintained.
- Develop and implement engagement plans and initiatives that align with our goals and drive satisfaction and usage of OA Switchboard data.
- Gather, analyse, and act upon institutional participants’ feedback and insights to continuously improve their experiences and identify opportunities for further service development.
- Identify and nurture potential advocates who can provide testimonials, case studies, and referrals to promote our services and community.
- Develop and deliver training sessions and resources to empower customers to maximise the usage of our offerings. Organise and host the plenary monthly training sessions (10x per year) and keep online tutorials up-to-date. Organise 1-to-1 training sessions with individual participants on a needs basis.
- Maintain accurate records of customer interactions and success metrics. Generate regular reports to share insights with management and Board.
- Proven experience in a customer-focused role, such as customer success, account management, or customer relations. This can be working in a library-facing role for an academic publisher, or in an internal customer-facing role in a library (e.g. scholarly communications, researcher support).
- Excellent communication and skills in writing and in person.
- Proven organisational and planning skills. Ability to work independently and effectively, under pressure and to deadlines.
- Driven, determined and focussed on results. Strong problem-solving abilities and a customer-centric mindset.
- Ability to communicate and organize up, down and across the organization to get desired outcomes. Skilled at building relationships and collaborative working.
- Ability to grasp new technology concepts quickly and creatively.
- Demonstrated ability and experience to work with publication (meta)data and analytics.
What OA Switchboard offers you
- Freelance contract for 2 days per week.
- Work from Amsterdam shared office space 1 day per week.
- The opportunity to join, contribute to and learn from, a leading not-for-profit collaborative initiative and team.
- Continuous learning and development opportunities.
- An innovative, inclusive, agile, flexible, and fun work environment.
If you are interested in the job, please apply by sending your CV with a cover email for the attention of Yvonne Campfens to [email protected]. This posting will remain open until filled. To ensure your application is considered, please submit your application materials by the first review date of 6 May 2024.
