Description
Client Services Manager
Department: Technical
Employment Type: Full Time
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?
Dimensions, part of the Digital Science family, is the world's largest linked research information dataset, covering millions of research publications and connected by more than 1.3 billion citations. We are growing and it's an exciting time to join us, do you want to be part of the team?
Dimensions, part of the Digital Science family, is the world's largest linked research information dataset, covering millions of research publications and connected by more than 1.3 billion citations. We are growing and it's an exciting time to join us, do you want to be part of the team?
In the Government and Funders segment, we help science funding organizations use tools and analyze data to make key decisions about scientific research funding, portfolio management, and evaluation. For example, we support program staff and thought leaders monitoring and evaluating scientific research landscapes as well as their own portfolio. We also use and show others how to use publication metrics and other data available in the Dimensions product to evaluate the impact of a researcher, program, or organization.
Your new role
Working in a highly collaborative and dynamic team environment, you will ensure excellence in delivery that informs billions in research investment, as well as delights our customers and fuels our word-of-mouth growth and our very high renewal rates – a clear indication of how we serve our customers with the best service possible. Typical projects involve Dimensions subscriptions, configuration planning, high-end customer support and data analysis.
Working in a highly collaborative and dynamic team environment, you will ensure excellence in delivery that informs billions in research investment, as well as delights our customers and fuels our word-of-mouth growth and our very high renewal rates – a clear indication of how we serve our customers with the best service possible. Typical projects involve Dimensions subscriptions, configuration planning, high-end customer support and data analysis.
You will manage all aspects of customer implementation, from ensuring contract requirements are met to anticipating and triaging requests to monitoring our support to ensure the highest levels of excellence. You’ll grow to become an expert in our data, software and customers and through working in collaboration with the sales team will identify ways in which to grow our customer engagements.
What you’ll be doing
- You will work closely with clients to understand their business needs and use-cases
- Help clients to reach their goals through implementation, training and ongoing support.
- Establish and maintain relationships with key internal and external stakeholders, providing day-to-day contact on project status and changes. Report and escalate to management as needed.
- Measure project performance using appropriate systems, tools and techniques.
- Create and maintain comprehensive project documentation
- Coordinate internal and external resources to ensure high-quality delivery of projects on time and within budget
- You will help clients to achieve their goals through project planning, management and supporting implementation as well as providing both training and ongoing support
- You will monitor and respond to client requests through helpdesk tickets, contract deliverables, and status reports
- Deliver training presentations on our capabilities, case examples and tools to both small and large groups
- Create support documentation including FAQ’s, presentations, videos, etc
What you’ll bring to the role
- You will be comfortable working independently and remotely, and in a fast-paced highly collaborative team environment.
- You will bring expertise in research data, including common matters such as author and institutional disambiguation, classification and citation linkages
- You will have extensive and demonstrable work experience in a related field (scholarly communications, research evaluation, science policy, research librarian) and be able to showcase your experience and achievements
- You will be experienced in successfully managing projects and programs and creating customer-facing documentation to support delivery
- You will be familiar with helping users answer questions about database aggregation, linkages and anomalies
- You quickly understand user perspective and take the initiative to support the client in finding solutions
- You will thrive in an environment where you can work independently and remotely
- Proven success working with all levels of management.
- Superior written and verbal communication, as well as presentation skills.
- Strong attention to scope, deadlines and budgetary guidelines.
- Comfortable managing multiple tasks and outstanding in creating priorities.
- Distinct problem-solving aptitude.
- Strong team player with outstanding interpersonal skills
- Unflappable manner when working to tight deadlines, in a fast paced, changing environment
- You will be a strong communicator and able to communicate to a varied audience through written and verbal presentation
- Experience developing new customer-facing documentation and interactive training materials for online tools including workshop-style sessions.
Additional Information
Current US Public Trust clearance preferred, as applicants will be subject to a security investigation and will need to meet eligibility requirements for access to sensitive information.
Current US Public Trust clearance preferred, as applicants will be subject to a security investigation and will need to meet eligibility requirements for access to sensitive information.
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.
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.