Customer Experience Specialist/Research Librarian
Job Location: District of Columbia
Apply By: Open until filled
Date Created: 08-27-2021
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. Do you want to join us in achieving our vision?
Dimensions, part of the Digital Science family, is the world's largest linked research information dataset, covering millions of research publications and connected by more than 1.3 billion citations. We are shaping the future of research and are looking for a Client Experience Specialist to help us support and guide our clients to get what they need from Dimensions tools and services. Could you be a part of the team?
Your new role
As part of the global and dynamic team, you will play a key role in serving our global customers, a large and growing set of global government and funding organizations. Working in a highly collaborative team environment, you will lead support for customers and provide delivery excellence that delights our customers, informs billions in research investment, fuels word-of-mouth growth, and very high renewal rates, an indication of serving our customers with best service possible. You will help our customers use bibliometric and scientometric data from Dimensions to support research assessment, portfolio management/analysis, strategic planning and more.
As a Customer Experience Specialist, you will lead customer support responses, anticipate and triage requests, and perform a wide range of activities, which will help our customers to think through how Dimensions and its underlying data can support their needs. As someone who thrives in helping people and solving problems with them, you will create custom data sets, provide training and answer questions about our products, as you grow to become an expert in our data, software, and customers, whilst identifying situations where we can grow customer engagement.
What you’ll be doing
You’ll be a trusted partner supporting leaders of science funding organizations to use Dimensions data and tools to support them in making key decisions about research and funding management
You’ll both use and demonstrate how to use publication metrics and other bibliographic data to evaluate the impact of a researcher, program or organization
You will provide guidance to program incumbents and thought leaders on the responsible use of data and information from Dimensions
You will work closely with clients to understand their business needs and use-cases and create solutions for them with Dimensions data and tools
Build & develop relationships with clients, built around use and awareness of Dimensions tools and developments
You will help clients to achieve their goals through project planning, management and supporting implementation as well as providing both training and ongoing support for each subscribed tool and service
You will monitor and respond to client requests through helpdesk tickets, contract deliverables, and status reports.
Be an expert on all aspects of Dimensions offerings and provide advice to both the external research and analysis community and to the internal Digital Science team
Deliver training presentations on our capabilities, case examples and tools to both small and large groups
Create support documentation including FAQ’s, presentations, videos etc
What you’ll bring to the role
You will bring an understanding of the Scientific & Technology ecosystem (funders, research organisations, scientific publishing)
You will have a sound knowledge of and interest in bibliometrics, scientometrics, research assessment and science policy
You will bring expertise in research data, including common matters such as author and institutional disambiguation, classification and citation linkages
You will have extensive and demonstrable work experience in a related field (research librarian, assessment & analytic librarian, bibliometric librarian) and be able to showcase your experience and achievements
You will have the ability to create and present interactive training for online tools including workshop-style sessions
You will be familiar with helping users answer questions about database aggregation, linkages and anomalies
You will be experienced in helping others create Boolean searches to represent a topic to support exploration of the research landscape and helping identify under-researched and emerging areas
You quickly understand user perspective and take the initiative to support the client in finding solutions
You will thrive in an environment where you can work independently and remotely
You will be a strong communicator and able to communicate your findings to a varied audience through written and verbal presentation
You will be comfortable working in a fast paced, changing environment and utilize this to empower your career with us
It would be advantageous if you have experience in successfully managing projects and programmes and creating customer-facing documentation, but not a requirement for the role
If you are experienced supporting research analysis that would be desirable
It would be advantageous if you have experience in creating and presenting data visualizations based on research outputs and metrics
Our Vision & 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
Ready to apply?
If this sounds like you and you would like to develop your career in a business who is shaping the future of the research ecosystem, send your CV to us, showcasing how you can bring your experience to support us in our continued journey. We look forward to hearing from you.
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