Customer Success Specialist

Informa is a leading academic publishing, business intelligence, knowledge and events business, creating unique content and connectivity for customers all over the world. It is listed on the London Stock Exchange and is a member of the FTSE 100.

Taylor & Francis Group operates globally and produces high quality, peer reviewed books and journals. We produce unique, trusted content by expert authors, spreading knowledge and promoting discovery globally. We aim to broaden thinking and advance understanding, providing academics and professionals with a platform to share ideas and realize their individual potential.

Our purpose is to foster human progress through knowledge.  We strongly believe that this requires us to encourage and examine different ideas and voices, so that any work that meets our exacting levels of quality deserves to be included in our publications. This requires open minds, the opportunity for robust debate, and the courage to defend perspectives that stand up to scrutiny, even if they conflict with our personal beliefs or values. Because that’s the only way to find the best obtainable version of the truth and, ultimately, foster human progress. If you agree, then we’d love to hear from you.

The role will be responsible for driving adoption, retention, and expansion of T&F’s OA solutions across higher education institutions. Acting as a trusted advisor and key point of contact for new/ exisitng accounts, this role ensures customers achieve maximum value from T&F products and services and continue to use them.

You will collaborate closely with faculty, librarians, deans and research offices, as well as relevant internal stakeholders to deliver seamless onboarding, retention and renewal. By combining consultative engagement with data-driven insights and competition analysis you will support commercial colleagues and further help institutions realize ROI. In the process the role will foster long-term partnerships and multi-year deals and identify opportunities for upselling and expansion.

This role will be pan India coverage, with a focus on key target institutions, with extensive travel to universities and research institutions.

• Serve as the primary liaison for key accounts, building strong relationships with institutional stakeholders including librarians, KOLS, and researchers, through proactive engagement and relationship-building
• Develop and lead tailored customer success plans, including onboarding, retainer & renewal strategies in collaboration with Editorial and Sales team
• Position T&F as a key academic research partner with identified institutions
• Identify upselling and cross-selling opportunities using metrics and value based approach
• Partner with internal teams (Sales, Product, Marketing), conduct competitor and market analysis to inform regional strategy and identify growth opportunities
• Coordinate with the wider community including funders, key stakeholders engagement & networking events
• Support Open Access initiatives and position Taylor & Francis as a leader in scholarly communications within the region
• Cultivate contacts in government, think tanks etc to influence policy
• Support compliance with institutional processes, audits, and reporting requirements
• Contribute to continuous improvement by sharing customer feedback with product development teams as well as competition activity

• Experience in customer success, account management, or client-facing roles
• Strong understanding of research publishing and open access is highly desirable
• Ability to interact with top institutional and government stakeholders to deliver outcomes
• Proven ability to manage institutional accounts and drive adoption of digital solutions
• Understanding of the higher education ecosystem with experience engaging faculty, administrators, and procurement teams
• Excellent communication and presentation skills, both one-on-one and in group settings
• Strong organizational and time management abilities; able to prioritize in fast-paced environments
• Consultative approach with problem-solving mindset and customer-first orientation
• Collaborative team player with ability to work across functions and geographies
• High attention to detail and commitment to delivering exceptional customer experiences
• Proficiency in Microsoft Office Suite, with advanced Excel skills preferred
• Familiarity with CRM platforms such as Salesforce or equivalent
• Skilled in data analysis and able to build case studies from customer insights
• Basic troubleshooting skills for web applications, LMS/LTI integrations, and digital platforms
• Excellent communication skills
• Willingness to travel

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.

The successful candidate will be able to utilise our balanced working model. We ask that candidates live within a commutable distance of our Delhi office to ensure that as a balanced worker they can make it to our office location to collaborate as required. There is an expectation for a minimum of 3 days per week in-person time.​

Applications are shortlisted on a rolling basis and we will be interviewing alongside advertising. We therefore encourage you to apply at the earliest opportunity.

Taylor & Francis Group an Informa Business

We want all our candidates to shine in our recruitment process. Please let us know if there is anything we can do to ensure you are able to show us your best self. This could include having the application form in a different format, more time for questions, or anything else – please ask us, we are happy to be flexible! Please contact [email protected]

Being Yourself at Taylor & Francis: 

If you’re excited about working with Taylor & Francis to foster human progress through knowledge, we invite you to apply even if your existing skills and experience don’t fit every item listed above. At Taylor & Francis, we are at our best and most successful when colleagues can be themselves and make a contribution regardless of their identity or background. As a colleague, you will have the opportunity to further innovate and develop in areas that you are passionate about. Our goal is to empower you with the resources, incentives, and flexibility you need to enjoy success at work and to live a healthy, balanced life. 

Taylor & Francis is proud to be an Equal Opportunity Employer. We believe in and value diversity of people and thought, fostering a supportive and inclusive environment where all colleagues can learn and succeed as their true selves. Taylor & Francis recruits, develops, and retains colleagues without regard to any protected personal characteristics or other non-merit based factor. 

If you have a disability, or face another barrier, and would like to request an adjustment to assist your participation in the hiring process and/or in the advertised position, please contact your Talent Acquisition Partner. Your request will be reviewed and considered in the strictest confidence.

We genuinely care about our colleagues, promoting work-life balance, wellbeing, and flexible working. We believe that the skills and experience you bring to Taylor & Francis are invaluable. We want you to have the opportunity to develop your abilities, and to innovate and develop in areas which you are passionate about. To find out more about our business and the great career opportunities please go to our Careers Site: http://www.taylorandfrancisgroup.com/careers 

Or better yet check out our LinkedIn ‘Life’ Page, highlighting our accomplishments, employees, and company culture. It’s also a good way of meeting our recruitment team, who will be happy to advise you on your journey here at T&F. 

We would like to thank all applicants in advance and regret that only shortlisted candidates will be notified.