Customer Engagement Manager - Academic Market

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 Academic 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 academic customers as they leverage Digital Science solutions, specifically Dimensions & Altmetric, to transform how they perform research. You’ll be reporting to our Head of Customer Engagement, Academic and will work alongside our Support, Product, and Sales teams to help customers get the most out of Dimensions & Altmetric. You will lead training and engagement initiatives, promote the use of new features, recommend best practices, and capture user feedback along the way.

Please note due to business need we can only accept applications from Candidates who live in the following locations:

• East Coast USA (within EST timezone)
• Central USA (within CST timezone)

If you apply from outside of these areas, your application will be discounted. 

What you’ll be doing

• Develop a deep knowledge of Digital Science, our solutions, and our customers, including industry segments, the types of research they perform, and how they work with Dimensions & Altmetric. 
• Support basic implementations and deliver engaging web-based training tailored to effectively onboard new customers to Dimensions & Altmetric. 
• Be the first-line contact for key Academic customer questions and issues, working with the appropriate internal teams (e.g., Support, Product, Sales) to solve problems and manage them through to resolution. 
• Provide strong written documentation for a variety of user communications, including direct user questions, internal research, FAQ/knowledge content, and others. 
• Demonstrate and promote the latest features and capabilities of Dimensions & Altmetric, ensuring customers are utilizing key product features to maximize success. 
  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 avoid churn, 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

• 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 known to be patient and empathetic—even under pressure. 
• You are passionate about being an advocate for customers. 
• You have a track record of teaching technical products and can jump into live troubleshooting mode when needed—on both Mac and PC 
• You have an understanding of enterprise software implementations and ongoing support within large and small organizational departments. 
• 3+ years of experience as part of Customer Success or Customer Support within a B2B software organization. 
• Optional: Experience working with, or within, Academic organizations and institutions. 

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 al