Product Specialist, Government & Funder - AltmetricDepartment: Client SuccessEmployment Type: Full TimeLocation: USA, East Coast (Home based)DescriptionAbout usWe 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?About Altmetric Altmetric is the market leading SaaS platform dedicated to tracking attention to research on the social web and within non-academic spheres such as Wikipedia, news, blogs, patent literature and producing alternative metrics for research outputs ranging from peer-reviewed journal articles to datasets and software. With a global customer base spanning academic institutions, publishers, government agencies, non-profits, research institutes, and corporations, Altmetric is the gold standard in altmetrics data.About the roleAs part of the D&A Hub Commercial Team, you will play a key role in driving client engagement and assisting with pre-sales, where required, for Altmetric and other Digital Science solutions, such as Dimensions, in the Government, Funder and Non-Profit markets. You will use your product specialist knowledge to successfully onboard new customers, as well as provide training and tailored support to drive usage and customer satisfaction ensuring high retention rates.As a Product Specialist, you'll cultivate strong relationships by actively engaging with new and existing customers, acting as an advisor to support their analytical needs, and collaborating with the Government and Funder sales and product teams to deliver tools and services effectively while serving as a knowledge leader. On occasion, you may be requested to support the Government and Funder sales team with expert product knowledge in prospective client conversations.What you'll be doing
- Learn and stay up to date with all aspects of Altmetric, including the ability to deliver compelling and expert level demonstrations of all aspects of the Altmetric web app.
- Be comfortable talking about the Altmetric APIs and their specific client use cases.
- Have a high level knowledge of other Digital Science products and services that are relevant to the Government, Funder and Non-Profit market segments and be comfortable discussing these with clients
- Increase usage of Altmetric amongst existing customers - running training yourself and working to provide customers with appropriate support and engagement.
- Increase renewal rates and protect recurring revenue through engagement efforts.
- Be an expert on the market you primarily serve and the use cases to serve those segments.
- Work with regional sales teams and external agents to support all stages of the sales life cycle where needed. You should be able to present demonstrations and answer product questions where needed.
- Take ownership of the onboarding process, coordinating efforts between the customer and D&A Hub support team.
- Gather and share client feedback to help guide product development and marketing.
- Work with our Marketing teams to develop effective campaigns or materials to support retention efforts as needed.
- Where appropriate, provide input and guidance to sales team members on technical implementations.
- Identify and communicate new use cases with the broader sales and marketing team to support sales initiatives
- Speak at, and propose content for conferences and webinars, including user days, to drive interest in Digital Science products, after discussion and agreement with line manager.
- Act as a key point of contact to ensure customer expectations are consistently being met or exceeded.
- Be available to support similar activities in other markets where required.
- Use the regular time spent with clients on their needs to uncover up-selling and cross-selling opportunities.
- Be proactive in reporting at risk clients to the sales team and the Head of Client Success and initiating individual account plans to prevent churn.
- Follow client success current best practices for recording and monitoring client meetings and engagement activities, as well as contributing to churn reports where necessary.
What you'll bring to the roleExperience:
- Bachelor's degree or equivalent experience
- Previous experience in a client facing role with significant exposure to the Government and/or Funder and/or Non-profit sector(s).
- Government, funder, and/or non-profit outreach and engagement experience.
Required Skills:
- Adept at building relationships with stakeholders, understanding customer needs, and tailoring an approach accordingly
- Excellent communication skills to engage with customers, the wider scholarly community, and the team
- Confident presenting/demoing to large groups of people
- A high level of productivity and good prioritisation skills
- Passionate about data and scientific research
- Efficient and well-organised, but also pragmatic and flexible
- A doer and a team player
Location: Remote; USA, East Coast. Willingness to travel (e.g. to conferences) if required. Not sure you meet all qualifications? Let us decide! Research shows that women and members of other under-represented groups tend to not apply to jobs when they think they may not meet every qualification, when in fact, they often do! We are committed to creating a diverse and inclusive environment and strongly encourage you to apply.Living our ValuesWe 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 betterWe are collaborative and inclusiveWe are always open-mindedWe 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 statusAdditional InformationPlease 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.