Higher Education Customer Success Associate (Commercial)

Higher Education Customer Success Associate (Commercial)

We are seeking a dynamic and customer-focused Customer Success Manager to join our Higher Education Textbook Sales Team. In this role, you will be responsible for building and maintaining strong relationships with higher education institutions, ensuring customer satisfaction, and driving adoption of our textbook solutions across college and university campuses.

Key responsibilities include :

• Serving as the primary point of contact for assigned higher education accounts, developing deep relationships with faculty, department chairs, and campus bookstore managers
• Conducting product demonstrations and training sessions to showcase our textbook offerings and digital learning solutions
• Collaborating with sales representatives to develop and implement account strategies that drive textbook adoption and retention
• Monitoring account health metrics and proactively addressing potential issues before they impact customer satisfaction
• Gathering customer feedback and communicating product enhancement requests to our editorial and product development teams
• Creating and delivering customized implementation plans to ensure successful onboarding of new institutional customers
• Analyzing usage data to identify opportunities for expanding product adoption within existing accounts
• Developing case studies and success stories highlighting positive customer outcomes
• Attending industry conferences and campus events to strengthen relationships and showcase our solutions

Qualifications include :

What we're offering :

Work / life balance :

At Taylor & Francis we care about our colleagues, promoting work-life balance, wellbeing, and flexible working. You will be joining a thriving business, working alongside an exceptional group of people. We believe that the skills and experience you bring to Taylor & Francis are invaluable. We want you to have the opportunity to develop your abilities, and to innovate and develop in areas which you are passionate about.

Training and professional development :

We're passionate about ensuring you have all the tools and resources at your fingertips to reach your short and long-term career goals. We'll support you in your journey by working together on your own bespoke Taylor & Francis Development Plan, ensuring you have the resources, tools, support and coaching that will get you where you want to be.

Interview process :

Once you have submitted your application, we may get in touch with you for an initial screening conversation or ask you to complete a short video interview to enable us to better understand your skills, experience, and motivation. Following this, you will be invited to attend a competency-based interview, either virtually or in person. Typically, we'd then finish the interview process with a final, 2nd stage interview before extending an offer to the successful applicant.

Being 'you' at Taylor and Francis :

Here at Taylor & Francis, we know that many times the 'perfect candidate' doesn't exist, and that people can feel discouraged about applying for a job if they don't fit all the requirements. We encourage you to apply if you're excited about working for us and have some of the skills or experience we're looking for. We believe in the notion that many skills and experiences are transferrable, and you could be just what we need! Taylor & Francis is proud to be an Equal Opportunity Employer. We strongly believe in the value of diversity of people and thought. We strive to foster a supportive and inclusive environment where our colleagues can learn, develop, and succeed, all while feeling comfortable with being their true self. We embrace all walks of life regardless of race, color, ancestry, national origin, religion or religious creed, mental or physical disability, medical condition, genetic information, sex (including pregnancy, childbirth, and related medical conditions), sexual orientation, gender identity, gender expression, age, marital status, veteran status, citizenship, or any other protected characteristic under local law.