Customer Success Specialist (Remote)

JoVE is the world-leading producer and provider of science video solutions with the mission to improve scientific research and education. Millions of scientists, educators and students worldwide use JoVE for their research, teaching and learning. Our institutional clients comprise over 1,000 universities, colleges, and biopharma companies, including such leaders as Qatar University, UAEU, KAU, University of Sharjah, Harvard, MIT and many more. As a growing company, with offices in the USA, UK, Australia, and India servicing clients in over 60 countries, we are seeking talented and ambitious individuals to join our company.

The Role

The Customer Success Specialist will be working with existing JoVE customers (universities and research centers). They will oversee post-sales services for current customers in the Middle East and North Africa region, engaging with science professors to showcase how JoVE video resources can aid their pedagogy.

Responsibilities:

• Customer-facing role with a focus on outreach to faculty members to integrate JoVE resources into their curriculum and increase usage at existing customers
• Developing relationships with key decision makers (Head of Departments, Dean of Faculties, etc.) and teaching/research staff at Universities and Research Institutes by daily outreach (phone calls, 1:1 demo meetings, emails, etc)
• Delivering product awareness within new and ongoing customer Universities and Research Institutes
• Product presentations delivery and webinars organization at: (1) exhibits and conferences (2) University seminars and workshops (3) client onsite visits
• Providing customer feedback to sales, product and marketing teams
• Maintaining positive ongoing relationships with customer institutes to provide support and ensure client satisfaction and retention

Requirements:

• A Master’s or Ph.D. in STEM
• Fluent in Arabic and English
• 1-3 years of previous experience in customer facing roles in the education/publishing market is desirable
• A demonstrated passion for science, education, and the belief that video/technology can truly make a difference throughout the educational process.
• Strong interpersonal skills with a passion for remote relationship building
• Possess excellent listening skills and attention to detail
• Knowledge and experience using a Customer Success software platform (such as Salesforce) is preferred, but not mandatory

Why Join JoVE?

• When working with JoVE, you can expect salary and benefit package competitively placed within the local market
• You will make a direct impact in accelerating science research and in improving student learning in science education
• Opportunity to work with global teams and in an environment that promotes innovation and collaboration
• Our strong promotion from within culture draws a clear path to advance your career with us