Customer Success Specialist

The role will be responsible for driving adoption, retention, and expansion of T&F’s OA solutions across higher education institutions. Acting as a trusted advisor and key point of contact for new/ exisitng accounts, this role ensures customers achieve maximum value from T&F products and services and continue to use them.

You will collaborate closely with faculty, librarians, deans and research offices, as well as relevant internal stakeholders to deliver seamless onboarding, retention and renewal. By combining consultative engagement with data-driven insights and competition analysis you will support commercial colleagues and further help institutions realize ROI. In the process the role will foster long-term partnerships and multi-year deals and identify opportunities for upselling and expansion.

This role will be pan India coverage, with a focus on key target institutions, with extensive travel to universities and research institutions.

• Serve as the primary liaison for key accounts, building strong relationships with institutional stakeholders including librarians, KOLS, and researchers, through proactive engagement and relationship-building
• Develop and lead tailored customer success plans, including onboarding, retainer & renewal strategies in collaboration with Editorial and Sales team
• Position T&F as a key academic research partner with identified institutions
• Identify upselling and cross-selling opportunities using metrics and value based approach
• Partner with internal teams (Sales, Product, Marketing), conduct competitor and market analysis to inform regional strategy and identify growth opportunities
• Coordinate with the wider community including funders, key stakeholders engagement & networking events
• Support Open Access initiatives and position Taylor & Francis as a leader in scholarly communications within the region
• Cultivate contacts in government, think tanks etc to influence policy
• Support compliance with institutional processes, audits, and reporting requirements
• Contribute to continuous improvement by sharing customer feedback with product development teams as well as competition activity