Digital Science

Academic Customer Engagement Manager

Digital Science

full-time

Posted on:

Location Type: Remote

Location: Romania

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About the role

  • 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.

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.
  • The talent we secure is fundamental to us achieving our vision and our growth plans.
  • 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. 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.

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
communicationengagementorganizationautonomyproactivitypatienceempathyadvocacycollaborationadaptability