Customer Engagement Manager, Enterprise (ReadCube)

Department: Client Success

Location: USA, East Coast (Home based)

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

At Digital Science, we put our customers at the core of everything we do. We strive to provide an exceptional experience for our rapidly growing list of Enterprise customers - from the first touchpoint, through our implementations, and as they work day-to-day with the platform.

As a Customer Engagement Manager, you will play a key role in supporting our enterprise customers as they leverage ReadCube to transform how their research teams manage scholarly literature together.

You'll be reporting to our Head of Customer Engagement, Enterprise and will work alongside our Support, Product, and Sales teams to help customers get the most out of ReadCube, leading training and engagement initiatives, promoting the usage of new features, recommend best practices, and capture user feedback along the way.

What you’ll be doing

• Develop a deep knowledge of ReadCube and our customers, including industry segments, the types of research they perform, and how they work with ReadCube.


• Support basic implementations and deliver engaging web-based trainings


• Be the first line contact for Enterprise customer questions and issues, work with the appropriate internal teams (e.g. sales, product management, customer success), 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 Paper is releasing, ensure customers are utilizing key product features to maximize success.


• Support the Customer Support, Marketing and Sales teams in a wide variety of user-facing activities.


• Identify client challenges and risk areas, develop solutions, and execute proactively to avoid churn, collaborating with other ReadCube teams including Support, Product, and Sales, as required.


• Align and collaborate with Sales on renewal forecasts and up-sell strategies, with a focus on customer retention.

What you’ll bring to the role

• You have excellent communication skills and have a knack for being able to engage 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 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.


• You've got a track record of teaching technical products and can jump onto live troubleshooting mode when you need to - on both Mac/PC.


• You have an understanding of enterprise software implementations and ongoing support within large and small organizations departments.


• 2+ years experience as part of Customer Success or Customer Support within a B2B software organization.

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

We're an equal opportunity employer. All applicants will be considered for employment without attention to race, colour, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.