Headquarters: London, GB

URL: https://covidence.org

Lead, mentor, and develop a small team of Acedemic 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.

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.

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.

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 between 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.

To apply: https://weworkremotely.com/remote-jobs/covidence-team-lead-academic-sucess-account-management