Customer Success Specialist, Life Science

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 Harvard, MIT, Yale.

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

JoVE is currently accepting resumes for the position of Customer Success Specialist. The specialist will be part of our Customer Success Team and will be working with existing JoVE customers (universities and research centers). They will take care of the post-sales service for existing customers and contact science professors to book meetings to demonstrate how JoVE video resources can help 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:

• Bachelor or Master degree in Life Science disciplines
• Fluent in English
• 1-3 years of previous experience in selling and servicing 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
• Ability to tell a compelling story in a short period of time
• Possess excellent listening skills and attention to detail
• Knowledge of education, market trends and challenges in assigned content areas i.e. Biology, Chemistry, Medicine, Physics, Engineering or Psychology
• Knowledge and experience using a Customer Success software platform is preferred (such as Salesforce.com and Hubspot)
• Experience in networking by means of cold calling
• Knowledge of STEM publishing is preferred

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