Client Engagement Manager, Overleaf
$75-85k
More information about location
Online LaTeX editor
Job no longer available
Online LaTeX editor
21-100 employees
Job no longer available
$75-85k
More information about location
21-100 employees
Company mission
To help make science and research faster, more open and more transparent.
Role
Who you are
- 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
What the job involves
- As a Client 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 Director of Customer Engagement 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
- 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
Our take
Dubbed the Google Docs for science, Overleaf enables modern collaborative authoring tools for academics. Its primary product is an online, real-time collaborative editor for papers, theses, technical reports, and so on, written in the LaTeX markup language.
Despite being founded in 2012, it has experienced its largest phase of growth only relatively recently. This is partially due to an increased need for collaborative tools among scientists who are working in globally distributed teams, but also because of Overleaf's growing reputation as a sophisticated platform for academics. It passed the 10 million user mark in 2021 and has continued to grow steadily in popularity.
The company, in its own words, has entered a new era, and describes its goal as becoming the first port of call for scientific writing for researchers, students and enterprises alike. With a product under constant development and a large and enthusiastic community of users, it is well poised to achieve its aim.
Freddie
Company Specialist at Welcome to the Jungle
Insights
15% employee growth in 12 months
Company
Funding (1 round)
Aug 2013
$0.1m
SEED
Total funding: $0.1m
Company benefits
- Remote and flexible working
- You would join a small, dedicated and growing team
- We're substantially (around 80%) open source, so your work will often be on open source
- We're backed by Bethnal Green Ventures (https://bethnalgreenventures.com/) and Digital Science (https://www.digital-science.com/), through which we're part of a wider community of startups in science, health and ed-tech
- Our London office is shared with several other Digital Science companies, so there's lots of interesting people to meet, and clubs and sports activities outside of work
- You can pick your own equipment. MacBook Pro? Lenovo ThinkPad? Notebook and pen? However you like to work, we'll provide what you need
- We provide a training budget; many of our staff choose to attend relevant industry conferences or buy training materials
- We run a biweekly internal seminar series (show and tell) with short talks from staff about their work or personal projects, new technologies and techniques
Company HQ
Farringdon, London, UK
Leadership
John Lees-Miller
(CTO)Previously served as a Systems Engineer for Advanced Transport Systems - Ultra PRT, Network and Website Supervisor for Lister Hall Student Association, and as CTO for A Virtual View.
Share this job