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Academic Customer Engagement Manager, Overleaf
2 semanas atrás
**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**
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 an Academic Customer Engagement Manager, you will play a key role in supporting our Academic 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, Academic & Publisher 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 a deep knowledge of Digital Science, our solutions and our customers, the types of work they perform, and how they work with Overleaf.
- Support basic implementations and deliver engaging web-based training tailored to effectively onboard new customers to Overleaf.
- 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 Overleaf, 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**:
- 3+ years of experience as part of **Customer Success or Customer Support within a B2B software organization.**:
- 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.
- 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.
**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 **always open-minded**
We are **from and for the community**
- At Digital Science, our vision is to see research flow seamlessly - trusted, collaborative, and accessible - fueling breakthroughs that push humanity forward. This ambitious mission is one we achieve together, by enabling open, collaborative, inclusive research._
- We firmly believe that to truly innovate and solve the complex challenges faced by our customers, from researchers and universities to funders and publishers, we need diverse perspectives, experiences, and ideas. A rich mix of voices drives quality insights, fosters enhanced collaboration, and ultimately pushes knowledge forward more effectively._
- As an equal opportunity employer, we are committed to building and nurturing a workplace where every individual feels valued and belongs. All applicants will be considered for employment without attention to race, colour, religion, age, sex, sexual orientation, gender identity, national origin, veteran, or disability status. Beyond recruitment, we strive to cultivate an environment where inclusivity is woven into the fabric of our cultu
