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Senior Academic Customer Engagement Manager
3 weeks ago
We are seeking a skilled professional to assume the position of Senior Academic Customer Engagement Manager for the Asia-Pacific region.
This key role will involve engaging with universities, institutions, and consortia across the APAC region, fostering strong relationships, and driving adoption and growth of our solutions. The successful candidate will have a deep understanding of Digital Science products and services, as well as a proven track record in customer success and support.
The ideal candidate will possess excellent communication and relationship-building skills, be proactive, organized, and able to thrive in a fast-paced distributed environment. They will also have a strong background in teaching or training technical products, experience with enterprise software implementations, and an ability to work effectively with stakeholders at all levels.
About the Role
- Develop a comprehensive understanding of Digital Science solutions and their applications in the APAC region.
- Lead training and engagement programs to onboard, educate, and support customers, ensuring high adoption and satisfaction rates.
- Serve as a primary point of contact for Academic customers in APAC, working collaboratively with Support, Product, and Sales teams to resolve issues and strengthen relationships.
- Promote new features and product capabilities to drive usage, providing tailored recommendations to meet the needs of the APAC research ecosystem.
- Partner with Sales on renewals and expansion opportunities, offering valuable insights and strategic guidance for retention and growth.
- Identify and mitigate risks to adoption, designing targeted engagement approaches to address these challenges.
- Provide leadership and mentorship to team members, building capacity and capability for best-in-class customer engagement and support.
- Offer documentation and feedback through customer communications, internal knowledge sharing, and structured input to Product.
You Will Be Responsible For
- Building strong relationships with Academic customers in APAC, fostering trust and driving loyalty.
- Developing and delivering effective training and engagement programs, maximizing customer adoption and satisfaction.
- Maintaining a deep understanding of Digital Science solutions and their applications in the APAC region, staying up-to-date on industry trends and developments.
- Collaborating with cross-functional teams to resolve customer issues, improve relationships, and drive business growth.
Your Qualifications and Skills
- 4+ years of experience in Customer Success or Customer Support in a B2B software context.
- Excellent communication and relationship-building skills, with a proven track record in customer engagement and support.
- A self-starter who is proactive, organized, and able to thrive in a fast-paced, distributed environment.
- Strong analytical and problem-solving skills, with the ability to identify and mitigate risks to adoption.
- Experience in teaching or training technical products, comfortable with live troubleshooting in customer settings.
- Understanding of enterprise software implementations and ongoing support in large, complex organizations.
- Optional: Experience working with Academic organizations and institutions.
- Optional: People management experience with a track record of coaching and team development.
What We Offer
We invest in, nurture, and support innovative businesses and technologies that make all parts of the research process more open, efficient, and effective. Our values include bravery, collaboration, openness, and community, and we aim to foster an inclusive and diverse workplace.
At Digital Science, our vision is to see research flow seamlessly – trusted, collaborative, and accessible – fueling breakthroughs that push humanity forward. We are an equal opportunity employer and committed to building a workplace where every individual feels valued and belongs. All applicants will be considered for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, veteran status, or disability.
