Team Lead - Academic Success (account management)

ABOUT US

Our mission is to dramatically improve lives by changing the way the world creates and uses knowledge.

Launched in 2014 Covidence is a not-for-profit world leading SaaS platform. Our platform enables health and science research teams to rapidly synthesize and uncover actionable insights from the mountains of research produced around the world. We do this by accelerating a research workflow called ‘systematic review,’ the gold standard for synthesizing research evidence. Many of the world's most prestigious and innovative universities use Covidence.

**This is a fully remote role - open to all northern hemisphere locations**

THE OPPPORTUNITY

We are looking for a Team Lead for this newly formed team. The purpose of this role and team is to drive customer satisfaction, retention and expansion. You and the team of tenured account management specialists will work closely with customers to ensure they are maximizing the value of our solutions and growing their usage. You will partner with the Sales team to ensure a consistent customer experience, through sharing insights, accurate records, reporting and efficient processes and cycles. You will partner with the Community team to ensure excellent support for end users through a customized training program.

This is both a people leading and hands-on role, so you will have 2 team members and manage a set of accounts.

Team Leadership & Development

• Lead, mentor, and develop a small team of Academic Success Managers across the UK & US time zone, fostering a collaborative and high-performance culture. Previous experience working across time zones (sync & async) is highly desirable.
• Set clear goals and expectations for team members, regularly reviewing their performance and providing constructive feedback.
• Conduct regular team meetings, one-on-one sessions, and training to ensure continuous development and alignment with company objectives.
• Recruit, onboard, and train new team members, ensuring they are fully equipped to succeed in their roles.

Account Managment

• Pre Sales - Demonstration and trial set up
• Post Sales - Customer onboarding & training, customer relationship management, product adoption & usage optimisation,
• Customer Advocacy & Retention - Acting as a customer advocate, ensuring customer feedback is communicated to relevant teams, collaborate with the Community team to resolve any issues or challenges faced by the customers in a timely manner, develop and execute retention strategies to reduce churn and increase usage.
• Expansion & Growth - Identify high usage and at-risk accounts proactively and collaborate with the Sales team to identify and prioritise efforts, track and report on key account metrics, usage, and customer satisfaction
• Collaboration & Continuous Improvement - Work closely with all teams to ensure an effective transition from trial to onboarding, contribute to the development of customer success materials, including playbooks, case studies, and best practices guides.

Skills and Experience

The ideal candidate is commercially inclined, customer-focused, proactive and passionate about building long-term relationships. We will be looking for:

• Excellent communication and interpersonal skills, with the ability to build rapport and trust with customers at all levels.
• Strong problem-solving and analytical skills, with the ability to identify issues and provide effective solutions.
• High level of empathy and a customer-first mindset, with a focus on delivering exceptional value and service.
• Proficiency with customer success artefacts and Salesforce
• Strong organizational skills, with the ability to manage multiple accounts and projects simultaneously.

This role may involve some travel for client meetings, events, and conferences. It will also involve 'non-standard' hours - not every day, however team meetings, your manager and some colleagues will be out of your time zone. We don't expect that an early morning or evening call will extend your day. Our approach to flexibility includes trusting that you will plan your week to achieve the outcomes you need to.

THE PERKS

• Competitive salaries relevant to your experience level, reviewed twice yearly.
• Remote team so you can live and work anywhere as long as you can crossover with your team, and colleagues as needed.
• Work week flexibility - full time, part time or explore a flexible arrangement with us that best suits you and us.
• Gifted time off at the end of year.
• Support for new parents with 14 weeks paid primary carers leave and 8 weeks paid leave for partners, available after only 6 months tenure.
• Access to wellbeing services & programs to support your wellbeing.
• An annual knowledge allowance and paid time out so you keep learning and developing.
• Monthly home allowance to set up and run your home office.

HOW DO I APPLY?

If you are interested in this opportunity, please hit APPLY and send us through your resume or LinkedIn profile so we can get a feel for your background and experience.
We’ll be back in touch with you promptly via email. Should we proceed further you can expect 2x video interviews with us so we can get to know you and vice versa.