GFN Customer Engagement Manager, Overleaf

Department: Customer

Employment Type: Full Time

Location: USA, Remote

Description

About us
We are Digital Science and we are advancing the research ecosystem. We are a pioneering technology company, and our vision is of a future where a trusted and collaborative research ecosystem drives progress for all. We believe in better, open, collaborative and inclusive research. In creating the next generation of tools and working in partnership with the community we tackle some of the biggest challenges to research. In order to achieve our vision, we need innovative, inspiring and dynamic people to join our team. Want to join us?

Your new role - 

At Digital Science, we put our customers at the core of everything we do. We strive to provide an exceptional experience for our rapidly growing list of global Government, Funder & Nonprofit (GFN) customers—from the first touchpoint, through our implementations, and as they work day-to-day within our platforms.

As a Customer Engagement Manager, you will play a key role in supporting our GFN customers as they leverage Digital Science solutions, specifically Overleaf, to transform how they write and collaborate in LaTeX. You’ll be reporting to our Head of Customer Engagement, GFN and will work alongside our Support, Product, and Sales teams to help customers get the most out of Overleaf. You will lead training and engagement initiatives, promote the use of new features, recommend best practices, and capture user feedback along the way.

What you’ll be doing

•  Develop deep knowledge of Digital Science, its solutions, and GFN customer research workflows, while supporting implementations and delivering engaging web-based training to onboard new Overleaf customers. 
• Be the first-line contact for key GFN customer questions and issues, working with the appropriate internal teams (e.g., Support, Product, Sales) to solve problems and manage them through to resolution.
•  Create clear user-facing documentation and communications while demonstrating and promoting Overleaf features to help customers maximize product value. 
• Support the Customer Support, Marketing, and Sales teams in a wide variety of user-facing initiatives and activities.
• Identify client challenges and risk areas, develop solutions, and execute proactively to support renewals, collaborating with other Digital Science teams, including Support, Product, and Sales, as required.
• Align and collaborate with Sales on renewal forecasts and upsell strategies, with a focus on customer retention and growth.

What you’ll bring to the role

• 3+ years of experience as part of Customer Success at a B2B software organization or similar experience at a scientific research organization.
• You have excellent communication skills and a knack for engaging with a range of stakeholders within an organization.
• You’re a self-starter who is organized, autonomous, and proactive, with the ability to be successful in a fast-paced, remotely distributed environment with sometimes ambiguous situations.
• You are collaborative and enthusiastic about working with colleagues across different functional teams.  
• You are known to be patient and empathetic—even under pressure.
• You are passionate about being an advocate for customers.

Bonus Experience

• You have a track record of teaching technical products or skills and can jump into live troubleshooting mode when needed—on both Mac and PC.
• You have an understanding of scientific research processes
•  You have at least intermediate knowledge of LaTeX and its use cases. 
• You have an understanding of enterprise software implementations and ongoing support within organizational departments.
• You have experience working at or knowledge of Government or nonprofit research organizations including US Federal.

Don't worry if you don't meet every qualification—let us be the judge! Studies show that many qualified candidates from under-represented groups hesitate to apply unless they meet every single requirement. We are dedicated to building a diverse and inclusive team and strongly encourage you to submit your application.

Living our Values

We invest in, nurture and support innovative businesses and technologies that make all parts of the research process more open, efficient and effective. 
The talent we secure is fundamental to us achieving our vision and our growth plans. The values we live by are:
We are brave in the pursuit of better We are collaborative and inclusive We are