Join our team

Senior Engagement Manager

Remote - US preferred

Purpose of the role

We’re looking for a Senior Engagement Manager to join our friendly, enthusiastic team. As our Senior Engagement Manager, your primary role will be to work with Altmetric customers across all segments (publishers, government, funder, non-profit and institutional) to increase usage and demonstrate value to ensure renewals. A key component to ensuring renewals will be collecting use cases and sharing product feedback with the Altmetric team to facilitate further commercial and product development. You will own the overall engagement strategy and program and will be responsible for delivering trainings for new customers, performing customer check-ins, user group management, the creation of customer and segment specific off-the-shelf training materials, webinars and providing proactive support to our global user base.

You’ll work with others in the Altmetric and wider Digital Science team to lead the Altmetric Engagement strategy and ensure our customers are getting the most from working with us.

Responsibilities

  • Ensure Explorer for Institutions and Explorer for Publisher customers can easily make best use of the platform by creating off-the-shelf self-service tools like training videos, slide-decks, tutorials, etc
  • Manage capturing and reporting of product and usage feedback to product manager and commercial team
  • Provide “white glove” support for strategic customers, identified by the Altmetric commercial teams as priorities for renewal and engagement
  • Design and implement training schedule and curriculum for existing customers
  • Developing “engagement plan/roll out” template that customers are able to use independently
  • Regular contact with Altmetric support team and various Digital Science sales teams to maintain awareness of any changes customers
  • Demo or present at conferences where needed
  • Direct and oversee extended engagement team (3-4 members):
  • Identify and flag up other customer pain points/unmet needs that may be addressed with other Digital Science services
  • Generate pre-sales webinar and outreach content/events with marketing teams to leverage existing customers to help generate new sales
  • Manage and coordinate strategic user group initiatives for Altmetric and represent Altmetric in Digital Science-wide initiatives

Key Skills

  • Confident presenting/demoing to large groups of people
  • Adept at building relationships with stakeholders, understanding customer needs and tailoring approach accordingly
  • Confident remote worker who can stay integrated with a remote team
  • Excellent communications skills to engage with customers, the wider scholarly community, and the internal Altmetric
  • Ability to synthesize and report feedback from multiple sources
  • Ability to anticipate customer’s or colleague’s concerns or needs
  • Ability to produce and maintain useful training and roll-out materials, ideally with experience using InDesign
  • A self-starter with a high level of productivity and good prioritization skills needing little direct day-to-day management
  • Able to travel 20-30% mostly in North America with occasional overseas trips
  • Comfortable with various webinar platforms including Zoom and Go To Webinar
  • Familiar with online training platforms like Docebo or content management platforms like figshare

Experience

  • 5-8 years work experience in the scholarly publishing and academic sector or scholarly software
  • 1-2 years experience managing a small team Experience rolling out a new product or service across a large organization
  • Ideally will have worked in an US academic library or a university environment
  • Familiar with the Digital Science suite of products and the company’s mission
  • Proven effective written and spoken communicator (samples may be requested)
  • Passionate about scholarly communication and being part of a remote team
  • Flexible, comfortable with changes in priorities, projects, etc depending on customer needs
  • “All hands on deck” approach to supporting colleagues in a small commercial team
  • Ability to demonstrate personal credibility and integrity

How to apply

If this role interests you, please apply by sending a covering letter and CV to jobs@altmetric.com.