Open Position: Customer Solutions Analyst

Do you love using your technical and interpersonal skills to solve problems and increase access to information?

If so, keep reading! 

Coherent Digital is a young, fully dispersed company built by a team with decades of experience in scholarly and academic publishing. Our products deliver unique, hard-to-find content to a global audience of researchers, librarians, and educators. 

As we grow, we’re looking for a talented Customer Solutions Analyst to support us in our mission to tame wild content. Depending on your career goals, this role has the potential to grow in several different directions.

Does this sound like you?

• Previous experience in customer support or information services, ideally in the international academic publishing market. Holds a deep respect for libraries and librarians, our core customers. 

• Ability to learn the inner workings of new systems and technologies quickly, including our ticketing system and CRM.

• Exceptional written and verbal communication skills and impeccable attention to detail.

• Kind and collaborative co-worker.

• Interested in growing your career in technology, operations, or finance. The growth potential of this role is flexible and can take you in multiple directions.

In the job, you will:

Own customer support (50% of time)

• Elevate our customer experience by responding to questions promptly and with care. Questions typically focus on entitlements, access solutions, and billing. 

• Own our ticketing system and build a knowledge base of reusable solutions that connect customers to electronic resources from Coherent Digital. 

• Ensure Customer Resource documentation remains current.

• Develop strong relationships with technical partners, including customers and vendors, to promote best practices for engaging with our content.

Complete systems, operations, & financial projects (50% of time)

• In collaboration with the development and customer engagement teams, propose techniques that would improve customer access and eliminate obstacles to usage.

• Contribute to ongoing data hygiene and enrichment, especially the CRM. 

• Support the completion of operational and financial projects, including systems migrations.

• Support finance with royalty processing and special billing projects. 

The ideal candidate will be:

• Technical: Have an interest in learning the inner details of complex technical systems, information architectures, and data.

• Engaging: Will be comfortable engaging with customers, via email and video conferencing.

• Problem Solver: Seek the fun in problem solving and working with experienced developers.

• Explainer: Be articulate in their writing and their ability to explain solutions to customers.

• Growth oriented: Enjoys a high-growth, entrepreneurial environment.

• Caring: Genuinely cares about the customers having a good experience.

To get started, send an email with your resume to careers@coherentdigital.net