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Digital Science Technical Onboarding Specialist in Cambridge, Massachusetts

ReadCube develops software to make the world of research more accessible and connected - serving researchers, publishers, academic and commercial organizations. ReadCube Papers? suite of web, desktop, and mobile reference management apps, dramatically transforms the way millions of researchers find, organize, read, share, cite and access research literature.

ReadCube is supported by Digital Science, a technology company serving the needs of scientific and research communities, at the laboratory bench or in a research setting. It invests in and incubates scientific software companies that simplify the research cycle, making more time for discovery.

About the Role

At Papers, we put our customers at the core of everything we do. We strive to provide an exceptional experience for our rapidly growing list of Enterprise customers - from the first touchpoint, through our implementations, and as they work day-to-day with the platform.

As a Technical Onboarding Specialist you will play a key role in supporting our enterprise customers as they leverage Papers to transform how their research teams manage scholarly literature together. Reporting to Chief Commercial Officer, you will work alongside our Support, Product, and Sales teams to help customers get the most out of Papers, leading training and engagement initiatives, promoting the usage of new features, recommend best practices, and capture user feedback along the way.

What you bring to ReadCube:

  • You?ve got 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 and must be willing to roll up your sleeves and do the hard and sometimes unglamorous work required to make them successful.

  • 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, Customer Support or Technical Onboarding within a software organization.

  • 1+ years experience in a lab or research setting is plus as the role requires you to be able to quickly understand workflows within research teams.

What we need you to do:

  • Develop a deep knowledge of Papers and our customers, including industry segments, the types of research they perform, and how they work with Papers.

  • Deliver engaging web-based trainings as part of implementation roll-out and long-term account success.

  • 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 Papers 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.

  • Support basic implementations while coordinating with the product team on more complex roll-outs.

What we offer you:

  • An opportunity to build new ways of working and make a difference in a growing business. As well as:

  • Start-up environment and mindset that values innovation, initiative, and energy

  • Competitive salary in line with market rate

  • Flexible working

  • A good benefits package