Digital Science

Academic Customer Engagement Manager

Digital Science

full-time

Posted on:

Location Type: Remote

Location: Germany

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About the role

  • 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.

Requirements

  • 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.
Benefits
  • We invest in, nurture and support innovative businesses and technologies that make all parts of the research process more open, efficient and effective.
  • 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
  • As an equal opportunity employer, we are committed to building and nurturing a workplace where every individual feels valued and belongs.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
customer successcustomer supportB2B softwaretechnical product teachinglive troubleshootingenterprise software implementationsuser documentationproblem-solvingupsell strategiescustomer retention
Soft skills
communicationengagementorganizationautonomyproactivitypatienceempathyadaptabilitycollaborationadvocacy