Director, Research Analytics Delivery Manager

Department: Technical

Employment Type: Full Time

Location: USA, East Coast (Home based)

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. Do you want to join us in achieving our vision?

Dimensions, part of the Digital Science family, is the world's largest linked research information dataset, covering millions of research publications and connected by more than 1.6 billion citations. We are shaping the future of research and are looking for a Director, research Analytics & Support to join the team. We are growing and it's an exciting time to join us, do you want to be part of the team?

In the Government and Funders segment, we help science funding organizations use tools and analyze data to make key decisions about scientific research funding, portfolio management, and evaluation.  For example, we support program staff and thought leaders monitoring and evaluating scientific research landscapes as well as their own portfolio.  We also use and show others how to use publication metrics and other data available in the Dimensions product to evaluate the impact of a researcher, program, or organization.
Your new role

Working in a highly collaborative and dynamic team environment, you will ensure excellence in delivery that informs billions in research investment, as well as delights our customers and fuels our word-of-mouth growth and our very high renewal rates – a clear indication of how we serve our customers with the best service possible. Typical projects involve Dimensions subscriptions, configuration planning, high-end customer support and data analysis. You will manage all aspects of customer implementation, from ensuring contract requirements are met to anticipating and triaging requests to monitoring our support to ensure the highest levels of excellence. You’ll grow to become an expert in our data, software and customers and through working in collaboration with the sales team will identify ways in which to grow our customer engagements. 

What you’ll be doing

• Responsible for planning and overseeing projects across functions and product divisions to ensure they are completed in a timely fashion, within scope and within budget.
• Lead projects from requirements definition through deployment, identifying schedules, scopes, budget estimations, and project implementation plans, including risk mitigation.
• Establish and maintain relationships with key internal and external stakeholders, providing day-to-day contact on project status and changes. Report and escalate to management as needed.
• Develop and maintain lasting relationships with clients built around use and awareness of Dimensions tools and new developments.
• Help clients to reach their goals through implementation, training and ongoing support for all of the Dimensions tools and services to which they subscribe.
• Inform and manage delivery of the Dimensions product and analytical support across the team to account for workload, skill sets, customer familiarity, and other factors.
• Support our customers with the responsible use of data and information to make important decisions (e.g. what to fund).
• Measure project performance using appropriate systems, tools and techniques.
• Perform risk management to minimize project risks.
• Create and maintain comprehensive project documentation.
• When needed, execute tasks on behalf of other team members.
• Coordinate internal and external resources to ensure high-quality delivery of projects on time and within budget.
• Listen to and understand clients’ business needs and use-cases and match these to Dimensions data and tools.
• Answer questions and provide advice with a quick turnaround time on all aspects of Dimensions offerings – both externally to the research and analysis community and internally to the Digital Science team.
• You will be helping leaders of science funding organizations use tools and analyze data to make key decisions about scientific research funding, portfolio management, and evaluation.

What you’ll bring to the role

• Y