Digital Science

Customer Engagement Manager

Digital Science

full-time

Posted on:

Location Type: Remote

Location: United States

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About the role

  • Develop deep knowledge of Digital Science, its solutions, and GFN customer research workflows, while supporting implementations and delivering engaging web-based training to onboard new Overleaf customers.
  • Be the first-line contact for key GFN customer questions and issues, working with the appropriate internal teams (e.g., Support, Product, Sales) to solve problems and manage them through to resolution.
  • Create clear user-facing documentation and communications while demonstrating and promoting Overleaf features to help customers maximize product value.
  • 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 support renewals, 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 at a B2B software organization or similar experience at a scientific research organization.
  • 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 collaborative and enthusiastic about working with colleagues across different functional teams.
  • You are known to be patient and empathetic—even under pressure.
  • You are passionate about being an advocate for customers.
  • ****Bonus Experience******
  • You have a track record of teaching technical products or skills and can jump into live troubleshooting mode when needed—on both Mac and PC.
  • You have an understanding of scientific research processes
  • You have at least intermediate knowledge of LaTeX and its use cases.
  • You have an understanding of enterprise software implementations and ongoing support within organizational departments.
  • You have experience working at or knowledge of Government or nonprofit research organizations including US Federal.
  • Don't worry if you don't meet every qualification—let us be the judge! Studies show that many qualified candidates from under-represented groups hesitate to apply unless they meet every single requirement. We are dedicated to building a diverse and inclusive team and strongly encourage you to submit your application.
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. 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 culture, enabling everyone to be their best self and do their best work.*
Applicant Tracking System Keywords

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

Hard Skills & Tools
LaTeXcustomer successB2B softwaretechnical product teachingenterprise software implementationtroubleshootingscientific research processes
Soft Skills
communicationorganizationautonomyproactivitycollaborationempathypatiencecustomer advocacy