Senior Academic Customer Experience Specialist

2 weeks ago

Sydney, New South Wales, Australia beBeeAcademic Full time $98,765 - $123,456

Job Title: Senior Academic Customer Engagement Manager

Overview of the Role

This position involves working closely with universities, institutions, and consortia across a specific region to ensure a holistic customer experience. The successful candidate will be responsible for developing strong relationships with clients, understanding their needs, and providing tailored solutions.

The role requires excellent communication and relationship-building skills, as well as the ability to thrive in a fast-paced environment. A self-starter with a strong track record of advocacy and problem-solving is essential.

Key Responsibilities:

  • Developing a deep understanding of the organization's solutions and regional research workflows.
  • Leading training and engagement programs to onboard, educate, and support customers.
  • Serving as a key point of contact for Academic customers, working cross-functionally with Support, Product, and Sales teams.
  • Promoting new features and product capabilities to drive usage and adoption.
  • Partnering with Sales on renewals and expansion opportunities.
  • Identifying risks to adoption and designing proactive engagement approaches.
  • Managing and mentoring other team members.
Requirements

To be successful in this role, you will need:

  • 4+ years of experience in Customer Success or Customer Support in a B2B software context.
  • Excellent communication and relationship-building skills.
  • A self-starter who is proactive, organized, and able to thrive in a fast-paced environment.
  • Empathetic and customer-focused, with a strong track record of advocacy and problem-solving.
  • Experience in teaching or training technical products; comfortable with live troubleshooting in customer settings.
  • Understanding of enterprise software implementations and ongoing support in large, complex organizations.

We Value Diversity and Inclusion

At our organization, we are committed to building a diverse and inclusive team. We believe that a rich mix of voices drives quality insights, fosters enhanced collaboration, and ultimately pushes knowledge forward more effectively.

We strive to cultivate an environment where inclusivity is woven into the fabric of our culture, enabling everyone to be their best self and do their best work.

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