Customer Success Specialist

Responsibilities

• Grow and strengthen the Taylor & Francis MENA customer network (librarians, authors, academics) via proactive engagement and relationship-building.
• Engage with customers/stakeholders to ensure training, visits, and engagements align with customer and business needs.
• Collaborate with Sales Managers and Editorial team to design annual customer engagement and training plans.
• Support the sales team in business development by building strong relationships across Libraries, Academia, Research, and Hospital sectors.
• Identify at-risk customers and work with Marketing on advocacy, digital resource utilization, and partnership retention.
• Conduct market research, profiling, and analysis with Marketing to identify new opportunities.
• Support Open Access initiatives and position Taylor & Francis as a leader in scholarly communications in the region.
• Represent Taylor & Francis at regional conferences, library events, and key industry gatherings.
• Track and report on customer engagement activities and KPIs (usage, satisfaction, advocacy, submission volume, etc.).

Requirements

• Fluent in English and Arabic.
• Strong communication, training, and presentation skills.
• Knowledge or experience in scientific research, academic publishing, libraries, or education sector.
• Skilled in data analysis and case study creation.
• Proficient with Microsoft Office (Excel, Word, PowerPoint, Outlook).
• Willing and able to travel up to 30% across the region.
• Right to live and work in UAE.

Preferred Qualifications

• Fluency in French highly preferable.
• Background in sales, marketing, or customer engagement.

Benefits

• Flexible hybrid/remote working: option to work from home/remotely when not required in office or conferences.
• Regular travel across the MENA region and quarterly visits to Taylor & Francis HQ (UK).
• Collaborative and inclusive team culture.
• Equal Opportunity Employer and supportive work environment.
• Support for adjustments or accommodations during the recruitment process for candidates with disabilities or barriers.

About the Company

Informa is a leading academic publishing, business intelligence, knowledge, and events business. Taylor & Francis Group (an Informa Business) produces high-quality, peer-reviewed books and journals, supporting knowledge sharing and discovery worldwide. Their purpose is to foster human progress through knowledge and to promote diversity of thought, robust debate, and the inclusion of expert voices. Taylor & Francis is committed to fostering a supportive and inclusive environment where all colleagues can learn and succeed as their true selves. They value innovation, development, and empowering employees to live a healthy, balanced life.