Job description

Accounts and Project Manager (Remote, Hybrid, or In-Person)

About Born-Digital

Born-Digital, Inc. is a full-service open source digital repository developer specializing in two Drupal-based digital asset management systems: “Islandora” and “Archipelago.” We work with academic libraries, museums, galleries, and other cultural heritage organizations to make their collections available to the world.

Born-Digital Justice, Equity, Diversity, and Inclusion Commitment Statement

Born-Digital will honor the experiences, perspectives, and unique identities of our employees, clients, and colleagues in the open-source digital repository community. We are passionate about creating and maintaining community and working environments that are inclusive, equitable, and welcoming. We are proud to build software that champions access and accessibility.

Position Overview

We are seeking a collaborative and organized Accounts and Project Manager to help us provide outstanding customer support to ~12 contracted site maintenance clients, including tracking custom feature development requests, coordinating our emergent issues triage process, and supporting renewals and invoicing. If you are: a creative problem solver who is able to prioritize multiple tasks and deadlines, someone who enjoys working independently but isn’t afraid to ask for help or collaboration when you need it, and is excited at the prospect of having an impact on the development of our client support and success practices, then we’d love to hear from you.

Ideally we are looking for a full-time (we define full-time as 5 days a week, 8 hours a day including a 1-hour paid lunch), permanent hire. This position requires availability during the majority of our regular business hours: Monday through Friday, 9am to 5pm Eastern Time. Born-Digital maintains an office in Western Massachusetts, but we welcome remote or hybrid candidates who can work synchronously with the rest of the team during our normal business hours. We believe in maintaining a healthy work-life balance for our team, with options for flexible scheduling. Most of us work about 40 hours a week.

Salary expectations: $65-75,000, depending on experience. Please see the Benefits section below for more information.

To Apply:

Please send us an email to: jobs@born-digital.comwith your resume and cover letter and we will be in touch.

Team Expectations:

Effectively collaborate and communicate with both clients and teammates to achieve success. This includes:

• Professional, courteous, and timely interactions via email, our ticketing system, Slack, and video calls
• Attending and participating in internal sprint ceremonies and regular operations/production meetings

Role Expectations:

Coordinate all Support & Maintenance Client care:

• Respond to client technical questions:Perform remote troubleshooting through diagnostic techniques and by asking pertinent questions

Execute smaller technical fixes yourself or elevate to Software Developers or other teammates, as required

• Apply technical expertise and domain knowledge to ensure client requirements are fully realized and communicated to Software Developers.
• Participate in scheduling of maintenance updates, releases, and installations to ensure minimal client interruptions.
• Be the product owner for our support and emergent issues tracking and ticketing system, and help refine our practices and workflows (including creating documentation and building our knowledge base).Record events and problems and their resolution in our ticketing system.

Follow up on issues and update client/site status and information.

Project Management for Custom Development Client Requests

• Work with fellow Project Managers, Software Developers, Systems Administrators, and Sales staff to determine and define feature development requests.
• Conduct initial quality assurance and testing on bug fixes and feature implementations as needed.
• Shepherd custom development requests within our sprint process through to completion (estimates, requirements-gathering, user stories, ticket and task creation, remediation, testing, etc.).

Renewals and Invoicing/Sales and Marketing

• Coordinate with Sales, Accounting, and fellow Project Managers to maintain, track, and execute support and maintenance monthly invoicing, annual renewals, and other contract needs.
• Provide a single point-of-contact for general post-launch client account and budget inquiries.
• May be assigned additional duties to support sales, marketing, or migration/ implementation projects as time allows.

Required Skills and Experience

• At least two years of experience as a Project Manager, Accounts Manager, or in a Customer Support/Success role, preferably within a web services environment.
• Demonstrated ability to stay organized and effectively manage multiple client interactions and requests with competing deadlines in a fast-paced environment. Prior agency experience is preferred.
• Demonstrated proficiency with Drupal CMS (or a similar platform) site administration and configuration. (Developer experience is NOT required.)
• Familiarity with Git environments, SDLC (software development life cycle), and the concept of CICD (continuous integration/continuous deployment); or experience in communicating with software developers in a technical capacity.
• Familiarity with support or help desk ticketing processes and/or project management systems.
• Demonstrated ability to collaborate successfully as part of a team in an Agile or similar environment, and/or within open-source software communities.
• Excellent communication skills, including:The ability to clearly and concisely convey (and understand) technical information both in writing and verbally

Writing documentation for both internal and external (client) use
The ability to read and follow detailed requirements and specifications

• Ability (and eagerness) to learn new skills on the job.

Desired Skills and Experience

While the following skills and experience aren’t required, we are especially interested in candidates with some or all of these, or who express an interest in learning them on the job:

• Knowledge of library, museum, cultural heritage, or archives digital collections development practice
• Knowledge of and experience working with digital asset management and repository systems, especially Islandora and Fedora
• Familiarity with and experience working with a range of metadata standards/ontologies such as Dublin Core, MARCXML, MODS, Schema.org, etc.
• Knowledge of metadata harvesting protocols like OAI-PMH, OAI-ORE, JSON API, IIIF Collection and Search APIs
• Familiarity with Linked Data concepts, especially in the cultural heritage domain
• Experience working with scripting languages and/or tools for metadata manipulation and transformation (e.g., OpenRefine, Python, XSLT, etc.)

Benefits and Compensation:

This position supports fully remote, hybrid, or in-person work. Our team works together from across the United States and Canada, with several of us located in Western Massachusetts who come into the office on a regular basis. Remote-only candidates must be able to overlap with the majority of our local working hours of 9am to 5pm Eastern Time.

• Holidays and Vacation: 11 company holidays plus the extra days between Christmas and New Year’s Day off, plus 4 weeks of paid vacation
• Retirement: 100% 401k match up on contributions to 3% of salary; 50% of contributions 3.01-5% of salary
• Health Plan: Aetna health Insurance plans offered via our PPO, Justworks. Employer contributions of $300-500/mo depending upon plan
• Ancillary Benefits: Free short- and long-term disability, as well as free life insurance up to 1x salary, capped at $100k
• Flexible Scheduling: We value a healthy work-life balance and support a flexible approach to daily work schedules
• Compensation: $65-75,000 based on experience

Job Type: Full-time

Pay: $65,000.00 - $75,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Parental leave

Compensation package:

• Profit sharing
• Yearly pay

Experience level:

• 2 years

Schedule:

• 8 hour shift

Work Location: Remote

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