As a Customer Success Specialist at Taylor & Francis, you will play a vital role in strengthening our presence across the MENA region. You will be responsible for building strong customer relationships, delivering impactful training and support, and driving customer engagement to support ongoing and new business. This role will be based in the UAE, covering the entire MENA region, with regular travel (approx. 30%).
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Key Responsibilities
- Grow and strengthen the T&F MENA customer network, including librarians, authors, and academics, through proactive engagement and relationship-building.
- Engage with customers and stakeholders to ensure training, visits, and engagements align with both customer and business needs.
- Collaborate with Sales Managers and the Editorial team to design and implement an annual customer engagement and training plan.
- Support the sales team in ongoing and new business development by building strong relationships across the Library, Academic, Research, and Hospital sectors.
- Identify at-risk customers and work with Marketing to improve advocacy, utilization of T&F digital resources, maximize existing partnerships, and strengthen customer retention.
- Conduct market research, profiling, and customer analysis in collaboration with Marketing to uncover opportunities and maximize impact.
- Support Open Access initiatives and position Taylor & Francis as a leader in scholarly communications within the region.
- Represents T&F at regional conferences, library events, and other key industry gatherings.
- Track and report on customer engagement activities and KPIs (e.g., usage growth, author satisfaction scores, training frequency, engagement metrics, submission volume, advocacy levels).
Qualifications
- Fluent in English and Arabic (Fluency in French is highly preferable).
- Strong communication, training, and presentation skills, with the ability to transfer knowledge effectively.
- Experience of working in, or excellent knowledge of scientific research, academic publishing, libraries, or the education sector.
- A background in sales, marketing, or customer engagement would be advantageous.
- Skilled in data analysis and able to build case studies from customer insights.
- Proficient in Microsoft Office (Excel, Word, PowerPoint, Outlook).
- Willing and able to travel up to 30% of the time across the region.
Location
UAE (Dubai)
Work Conditions
We believe that great things happen when people connect face-to-face. That's why we work in-person with each other, or with customers and partners, three days a week or more. When you’re not spending time together in one of our offices or other workplaces – like at conference – you get the flexibility and support to work from home or remotely.
You must have the right to live and work in UAE. This role is based in our office in Dubai and will involve quarterly visits to Taylor & Francis headquarters in the UK. Frequent travel across the MENA territory will also be required.
