Description
Academic Account Manager - Central & Western US & Latin America
Department: Sales
Employment Type: Full Time
Location: USA, Remote
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
The Account Manager is responsible for overseeing assigned client accounts, focusing on maintaining and growing existing business within these accounts. The ideal candidate will represent Digital Science across all B2B products and services at client institutions, working closely with multiple key stakeholders—including procurement and budget stakeholders, business owners, key influencers, and decision-makers. This role involves developing and executing strategic plans for relevant accounts, assisting clients in maximizing the benefits of our products and services, and turning client challenges into opportunities. The Account Manager will serve as the primary point of contact for clients, ensuring satisfaction, managing account renewals and standard upsells, supporting issue resolution, training and other product needs.
Please note, due to business and customer need, the person in this role MUST be based in either Central or West Coast USA. Applications from other areas will not be accepted.
The Account Manager is responsible for overseeing assigned client accounts, focusing on maintaining and growing existing business within these accounts. The ideal candidate will represent Digital Science across all B2B products and services at client institutions, working closely with multiple key stakeholders—including procurement and budget stakeholders, business owners, key influencers, and decision-makers. This role involves developing and executing strategic plans for relevant accounts, assisting clients in maximizing the benefits of our products and services, and turning client challenges into opportunities. The Account Manager will serve as the primary point of contact for clients, ensuring satisfaction, managing account renewals and standard upsells, supporting issue resolution, training and other product needs.
Please note, due to business and customer need, the person in this role MUST be based in either Central or West Coast USA. Applications from other areas will not be accepted.
What you’ll be doing
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Account Management:
- Oversee assigned client accounts post-sales with a focus on maintaining and growing existing business.
- Serve as the primary point of contact for clients, ensuring client satisfaction and managing account renewals and standard 'transactional' upsells.
- Maintain accurate records of client interactions and transactions.
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Client Relationship Building:
- Represent Digital Science holistically, not just specific products, at client institutions.
- Work with multiple key stakeholders throughout an institution, including procurement and budget stakeholders, business owners, key influencers, and decision-makers.
- Establish and nurture strong relationships with clients to understand their needs and pain points.
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Strategic Planning:
- Develop and execute strategic plans for relevant accounts to maximize client value and company growth.
- Assist clients in strategizing to maximize the benefits of our products and services while turning client challenges into opportunities.
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Performance Targets:
- Meet or exceed assigned sales targets as a key performance indicator.
- Stay informed and maintain a working knowledge of accounts' buying cycles and processes (e.g., procurement processes, budget cycles, and purchasing vehicles).
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Collaboration and Advisory:
- Advise and collaborate with Sales Managers on new cross-sell business or complex, high-dollar value upsell opportunities.
- Contribute to the completion of RFPs/Tenders, providing insights and support as needed.
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Customer Advocacy and Feedback:
- Encourage satisfied customers to become advocates for the company through testimonials, referrals, or participation in case studies.
- Gather feedback from customers and communicate it to product or service development teams to enhance the company's offerings.
- Help identify and secure support from satisfied customers who can act as references to support the sales team's efforts.
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Knowledge Maintenance:
- Maintain knowledge and understanding of accounts' buying cycles and processes (e.g., procurement processes, budget cycles, and purchasing vehicles).
- Stay informed about industry trends and competitor activities to better serve clients and identify opportunities.
What you’ll bring to the role
- Minimum of 5 years of experience in account management or customer success roles
- Proven track record of maintaining and growing client accounts.
- Excellent communication and interpersonal skills.
- Strong strategic planning and problem-solving abilities.
- Ability to work with multiple stakeholders and navigate complex organizational structures.
- Experience collaborating with sales teams on upsell and cross-sell opportunities.
- Familiarity with CRM systems and account management tools.
- Strong organizational skills and attention to detail.
- Ability to travel as required to meet with clients, expected to be 25%-40%.
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
Additional Information
Please note that, in light of vaccination mandates for US Government contractors, Digital Science requires that all US-based employees are fully vaccinated against COVID-19, subject to approved accommodations.
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
Additional Information
Please note that, in light of vaccination mandates for US Government contractors, Digital Science requires that all US-based employees are fully vaccinated against COVID-19, subject to approved accommodations.
