Academic Customer Engagement Manager
Digital Science
full-time
Posted on:
Location: 🇬🇧 United Kingdom
Visit company websiteJob Level
Mid-LevelSenior
About the role
- Serve as the primary post-sales relationship manager for a portfolio of UK institutions using Elements and Figshare.
- Lead onboarding and training programmes, ensuring smooth adoption and early impact delivery.
- Partner with research offices and library leaders to align solution usage with strategic objectives, including REF preparation, open access compliance, and research impact reporting.
- Support institutions in capturing, curating, and showcasing research outputs, data, and impact case studies.
- Monitor customer health, identify risks, and proactively intervene to ensure retention and growth.
- Collaborate with Product teams to communicate customer needs, especially those driven by UK policy and REF cycles.
- Contribute to a knowledge-sharing culture by producing playbooks, resources, and best practices for UK engagement.
- Advocate for customers internally while promoting adoption of new features and releases.
Requirements
- Experience in customer success, engagement, or a similar customer-facing role within academic publishing, research information management, or scholarly communications.
- Strong understanding of the UK higher education and research landscape, particularly the Research Excellence Framework (REF) and its implications for institutions.
- Knowledge of open access policy, research data management, and research impact assessment.
- Excellent communication and facilitation skills, able to work confidently with senior stakeholders in research offices and libraries.
- Strong organisational skills, able to manage multiple institutional relationships simultaneously.
- A collaborative approach with the ability to work cross-functionally across Customer Success, Sales, and Product teams.
- Don't worry if you don't meet every qualification—let us be the judge!