Thomas Buchta
Client Support Manager @Digital Science
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WORK HISTORY
Client Support Manager @Digital Science
DE
I’m a support and implementation specialist working at the intersection of research analytics and customer enablement. With a PhD in Biology and over 10 years’ experience across science, marketing, and SaaS, I help institutions adopt and succeed with platforms like Dimensions and Altmetric.My work spans onboarding, training, technical integration (SSO, metadata), and second-line support. I’m passionate about turning complex systems into intuitive, value-driven workflows for researchers, librarians, and administrators alike.Tools I use daily include JIRA, Salesforce, Freshdesk, Asana, Gemini, and Google Workspace.
EDUCATION
University of Cologne
Doctor of Philosophy - PhD, Developmental Biology and Embryology
University of Cologne
Diplom, Biologie, allgemein
SKILLS
ABOUT THOMAS BUCHTA
I’m a Support Enablement and Automation Specialist with a PhD in Biology and over six years of experience working at the intersection of research intelligence, technical support, and AI-driven operations.At Digital Science, I lead institutional onboarding, metadata setup, SSO integration, and complex diagnostics for platforms like Dimensions and Altmetric. I collaborate with Support, Product, and Data teams to solve technical issues, improve customer workflows, and translate system complexity into reusable, scalable processes.Recently, I’ve focused on AI-assisted support tooling. I’ve built Gemini and ChatGPT-based prompt systems, refetch diagnostics, and handoff templates that reduce manual effort and improve consistency across teams. These internal frameworks have already shaped onboarding, ticket triage, and knowledge management practices.I’m especially interested in cross-product enablement, automation strategy, and scaling high-impact workflows. I enjoy driving continuous improvements across support, implementation, and product operations.Tools I work with daily include Jira, Salesforce, Freshdesk, Asana, Gemini, Google Workspace, and custom diagnostic frameworks.
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