Informa Group Plc.
academic publishing, business intelligence, knowledge, and events
CustomerSuccessProgramLead
“Customer Success Program Lead at Informa Group Plc.. Skills: Customer Success Program Lead, global enablement, customer success activities for Open Research (OR) B2B agreements, tracking of key metrics, transforming data insights into actionable interventions, reporting on pipeline and agreement success, rollout of innovative models and tools, commercial success, customer satisfaction, global markets, Open Research. Own and report on key OR agreement program health metrics and drive cross functi”
What You'll Achieve.
drive the execution of global enablement and customer success activities for Open Research (OR) B2B agreements; tracking of key metrics; transforming data insights into actionable interventions; reporting on pipeline and agreement success; leading the rollout of innovative models and tools to ensure the success of OR agreements; foster commercial and customer success across global markets; shape the future of Open Research at Taylor & Francis; drive cross functional actions to develop Taylor & Francis’ transformative agreement (TA) program and the transition to open access publishing; ensure global sales teams have the knowledge and tools needed to retain and grow OR agreement revenue and maintain a high level of customer satisfaction; continually evolve ways of demonstrating agreement success to support customer satisfaction and business retention; coordinate efforts across regions, ensuring consistency in execution while addressing local needs; remove barriers to commercial success and foster a high level of customer satisfaction; support specific commercial goals and market pain points
Industry & Context.
problem-solving skills
right to live and work in the UK
What They're Looking For.
Must Have
Proven track record of success in a commercial environment within customer success, commercial enablement or related area, ideally working within high-value B2B agreements space, Experience in consultative selling, multi-year contract negotiation and developing and implementing frameworks, tools and processes in a rapidly evolving commercial environment, analytical background and experience in developing, tracking and reporting on key metrics to support commercial policy and strategy, Prior experience managing and leading a team, navigating cross-cultural dynamics and fostering stakeholder collaboration, Exceptional commercial acumen, strategic thinking and problem-solving skills and ability to bring innovation and clarity to complex commercial situations, communication, interpersonal skills and ability to collaborate across regions and business functions, Proficiency in data analysis, reporting tools and use of AI technologies to draw insights and inform strategic decision-making, Ability to rapidly grow expertise in a subject matter and a high level of interest in Open Research & academic publishing, Curiosity for learning and passion for continuous improvement and change
Nice to Have
Open Research business models and trends in scholarly communications and direct sales experience in publishing are desirable but not essential
What You'll Do.
Own and report on key OR agreement program health metrics and drive cross functional actions to develop Taylor & Francis’ transformative agreement (TA) program and the transition to open access publishing
Lead on the delivery of key enablement and post sales resources and initiatives to ensure global sales teams have the knowledge and tools needed to retain and grow OR agreement revenue and maintain a high level of customer satisfaction
Act as a sounding board and advisor to Account Managers during renewals and negotiations of new agreements and continually evolve ways of demonstrating agreement success to support customer satisfaction and business retention
Manage and provide leadership to a Senior Manager based in the UK and a Manager based in Japan and coordinate efforts across regions
ensuring consistency in execution while addressing local needs
Handle escalations and work cross-functionally to remove barriers to commercial success and foster a high level of customer satisfaction
Orchestrate the rollout of new models and strategic projects to support specific commercial goals and market pain points
How You'll Work.
Team & Collaboration
ability to collaborate across regions and business functions; fostering stakeholder collaboration
Communication Scope
communication; interpersonal skills
Process & Methodology
developing and implementing frameworks, tools and processes, Orchestrate the rollout of new models and strategic projects
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