Senior Academic Engagement Manager, Dimensions & Altmetric - APAC

Department: Customer Location: Australia, Remote DescriptionAbout 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? Your new role At Digital Science, we put our customers at the core of everything we do. We strive to provide an exceptional experience for our rapidly growing Academic customer base—from the first touchpoint, through implementation, and throughout their ongoing use of our platforms. As the Senior Academic Customer Engagement Manager for APAC, you will play a pivotal role in engaging with universities, institutions, and consortia across the region. While your primary focus will be Dimensions and Altmetric, you will also bring working knowledge of Elements and Figshare to support multi-product adoption and ensure a holistic customer experience. Depending on experience, this role may include people management responsibilities, providing leadership and mentorship to colleagues in the region. You will partner closely with our Support, Product, and Sales teams to help customers maximize the value of our solutions, deliver proactive engagement initiatives, and act as a trusted advisor to drive adoption, retention, and growth. Please note - due to business need, we can only accept applications from candidates who reside in Australia, where we have an established legal entity. If you apply from outside of this area, your application will not be considered. Please be aware that we may close this position early if we receive a high volume of applications, so we encourage you to apply promptly. What You’ll Be Doing

• Develop a strong understanding of Digital Science solutions (Dimensions, Altmetric, and exposure to Elements and Figshare), customer needs, and regional research workflows.
• Lead training and engagement programs (virtual and in-person) to onboard, educate, and support customers, ensuring high adoption and satisfaction.
• Serve as a key point of contact for Academic customers in APAC, working cross-functionally with Support, Product, and Sales to resolve issues and strengthen relationships.
• Promote new features and product capabilities to drive usage, providing best practice recommendations tailored to the APAC research ecosystem.
• Partner with Sales on renewals and expansion opportunities, providing customer insights and helping shape strategies for retention and growth.
• Identify risks to adoption and proactively design engagement approaches to address them
• Manage and mentor other team members, building capacity and capability for best in class customer engagement and support across the APAC region.
• Provide documentation and feedback loops through customer communications, internal knowledge sharing, and structured input to Product.

What You’ll Bring To The Role

• 4+ years of experience in Customer Success or Customer Support in a B2B software context.
• Excellent communication and relationship-building skills with a range of stakeholders in Academic institutions.
• A self-starter who is proactive, organized, and able to thrive in a fast-paced, distributed environment.
• Empathetic and customer-focused, with a strong track record of advocacy and problem-solving.
• 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.

Don't worry if you don't meet every qualification—let us be the judge! Studies show that many qualified candidates from under-represented groups hesitate to apply unless they meet every single requirement. We are dedicated to building a diverse and inclusive team and strongly encourage you to submit your application. 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 At Digital Science, our vision is to see research flow seamlessly – trusted, collaborative, and accessible – fueling breakthroughs that push humanity forward. This ambitious mission is one we achieve together, by enabling open, collaborative, inclusive research. We firmly believe that to truly innovate and solve the complex challenges faced by our customers, from researchers and universities to funders and publishers, we need diverse perspectives, experiences, and ideas. A rich mix of voices drives quality insights, fosters enhanced collaboration, and ultimately pushes knowledge forward more effectively. As an equal opportunity employer, we are committed to building and nurturing a workplace where every individual feels valued and belongs. All applicants will be considered for employment without attention to race, colour, religion, age, sex, sexual orientation, gender identity, national origin, veteran, or disability status. Beyond recruitment, we strive to cultivate an environment where inclusivity is woven into the fabric of our culture, enabling everyone to be their best self and do their best work.