Customer Success Specialist, Life Science

Job Overview

JoVE is seeking a dedicated Customer Success Specialist to join their team in Austria. In this role, you will be crucial in ensuring the satisfaction and success of JoVE’s academic and research customers, primarily within the life science sector. You will help users effectively utilize JoVE’s video resources to enhance scientific research and education.

Company Overview

JoVE is the leading producer and publisher of video resources with the mission to increase the productivity of research and education in science, medicine, and engineering. Established in 2006 as the world’s first peer-reviewed scientific video journal, JoVE has produced over 25,000 videos demonstrating experiments filmed in laboratories at top research institutions and delivered online to millions of scientists, educators, and students worldwide. Today, JoVE subscribers include more than 1,800 universities, colleges, biotech companies, and pharmaceutical companies. Headquartered in Cambridge, Massachusetts, JoVE maintains offices in the United States, Europe, India, and Australia. Please visit www.jove.com to learn more.

Quick Details

• Salary Range: Market Competitive
• Job Type: Full-time
• Qualifications: Bachelor’s Degree
• Experience: 2 Year+

Key Responsibilities

• Manage and nurture relationships with JoVE’s academic and research subscribers in the life science domain.
• Onboard new customers and provide training on effectively using JoVE’s video content and platform.
• Proactively engage with customers to understand their needs, identify usage trends, and ensure product adoption and retention.
• Address customer inquiries, provide technical support, and resolve issues promptly to ensure a positive user experience.
• Collaborate with sales, marketing, and product teams to relay customer feedback and contribute to product enhancements.
• Monitor customer health, identify at-risk accounts, and develop strategies to mitigate churn and drive renewals.

Requirements

• Bachelor’s degree in a Life Science, Biology, Chemistry, or a related scientific field.
• 2+ years of experience in customer success, account management, or technical support, preferably within a scientific or e-learning environment.
• Strong understanding of academic research workflows and the scientific publishing landscape.
• Excellent communication, presentation, and interpersonal skills with the ability to build rapport with diverse scientific professionals.
• Proven ability to troubleshoot technical issues and guide users through complex platforms.
• Proficiency in CRM software and a strong commitment to customer satisfaction.

Benefits

• Opportunity to work for a mission-driven company making a global impact on scientific research and education.
• Competitive salary and benefits package.
• Professional development and career growth opportunities within a rapidly expanding international organization.
• Collaborative and supportive work environment with a diverse global team.
• Contribution to advancing scientific discovery and learning.
• Access to cutting-edge scientific content and resources.