Academic Customer Success Specialist

1 week ago

Sydney, New South Wales, Australia beBeeCustomerEngagement Full time $90,000 - $120,000

Academic Engagement Manager

Senior Academic Engagement Role in APAC Region

We are seeking an experienced professional to fill the position of Senior Academic Engagement Manager for our Asia Pacific region. This role is a pivotal part of our customer success team, focusing on delivering exceptional support and fostering strong relationships with academic customers across the region.

As the successful candidate, you will be responsible for developing and implementing targeted engagement strategies that drive adoption, retention, and growth of our products among academic institutions in APAC. You will work closely with cross-functional teams, including Support, Product, and Sales, to ensure seamless collaboration and deliver proactive engagement initiatives that meet the evolving needs of our customers.

  • Develop a deep understanding of our solutions and regional research workflows to provide tailored support and guidance to academic customers.
  • Lead training and education programs to onboard, educate, and support customers, ensuring high adoption and satisfaction rates.
  • Serve as the primary point of contact for academic customers in APAC, resolving issues and strengthening relationships through effective communication and issue resolution.
  • Promote new features and product capabilities to drive usage, providing best practice recommendations tailored to the APAC research ecosystem.
  • Partner with Sales to identify and capitalize on renewal and expansion opportunities, leveraging customer insights to inform strategic decisions.
  • Proactively identify risks to adoption and design engagement approaches to address them, driving continuous improvement and optimization of our customer success processes.
  • Manage and mentor other team members, building capacity and capability for best-in-class customer engagement and support across the APAC region.

To succeed in this role, you will require excellent communication and relationship-building skills, with a proven track record of advocacy and problem-solving. Experience in teaching or training technical products, along with a strong understanding of enterprise software implementations and ongoing support in large, complex organizations, is highly desirable.

We are committed to fostering an inclusive and diverse workplace, where every individual feels valued and belongs. Our vision is to see research flow seamlessly – trusted, collaborative, and accessible – fueling breakthroughs that push humanity forward.

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