Informa
Higher Education Customer Success Associate (Commercial)
Informa, New Orleans, Louisiana, United States, 70123
Company Description
Taylor & Francis Group an Informa Business
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.
To find out more about our business and the great career opportunities please go to our Careers Site:
http://www.taylorandfrancisgroup.com/careers
Job Description About the Role We are seeking a dynamic and customer-focused Customer Success Manager to join our Higher Education Textbook Sales Team. In this role, you will be responsible for building and maintaining strong relationships with higher education institutions, ensuring customer satisfaction, and driving adoption of our textbook solutions across college and university campuses.
Key Responsibilities
Serve as the primary point of contact for assigned higher education accounts, mostly those with Affordability programs, developing deep relationships with faculty, department chairs, and campus bookstore managers
Conduct product demonstrations and training sessions to showcase our textbook offerings and digital learning solutions, including but not limited to courseware options and instructor resources
Collaborate with sales representatives to develop and implement account strategies that drive textbook adoption and retention
Monitor account health metrics and proactively address potential issues before they impact customer satisfaction
Gather customer feedback and communicate product enhancement requests to our editorial and product development teams
Create and deliver customized implementation plans to ensure successful onboarding of new institutional customers
Analyze usage data to identify opportunities for expanding product adoption within existing accounts
Develop case studies and success stories highlighting positive customer outcomes
Attend industry conferences and campus events to strengthen relationships and showcase our solutions
Qualifications
Bachelor's degree required; advanced degree preferred
5+ years of experience in customer success, account management, or sales in educational publishing or higher education technology
Demonstrated ability to build and maintain relationships with academic stakeholders
Strong understanding of the higher education landscape and textbook adoption processes
Excellent presentation and communication skills, with the ability to translate complex product features into clear value propositions
Experience with CRM systems and data analysis tools
Ability to travel up to 30% of the time for campus visits and industry events
Passion for education and improving student outcomes through quality learning materials
Additional Information What we're offering:
Salary range of $70,000 - $72,000 + sales bonus (25% if OTE's are met, may exceed up to 100%)
Base salary commensurate with experience
15 days paid vacation
10 paid sick days
2 paid floating holidays + paid day off for your birthday each year
3 additional discretionary days off during the holiday season at the end of the year
4 paid volunteering days each year
Up to 8 weeks of paid parental leave
Paid leave for significant life events; i.e., moving or wedding
Medical, vision, dental, and other voluntary benefits
401(k) + employer match
Seasonal social and charitable events
What you should know:
Closing Date for applications: 05 November 2025
Applications are shortlisted on a rolling basis, and we will be interviewing alongside advertising. We encourage you to apply at the earliest opportunity.
Have the right to live and work in the United States
Location: Must live within a commutable distance of our office in New Orleans to ensure on‑site presence three days per week (approximately 60% of work time). Remote work is supported as needed.
In‑Person Time: The successful candidate will be able to utilize our balanced working model, working in‑person with colleagues, customers, and partners three days a week or more.
Equal Opportunity Statement Taylor & Francis is proud to be an Equal Opportunity Employer. We strongly believe in the value of diversity, fostering a supportive and inclusive environment. We embrace all walks of life regardless of race, color, ancestry, national origin, religion, disability, age, marital status, veteran status, citizenship, or any other protected characteristic under local law.
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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.
To find out more about our business and the great career opportunities please go to our Careers Site:
http://www.taylorandfrancisgroup.com/careers
Job Description About the Role We are seeking a dynamic and customer-focused Customer Success Manager to join our Higher Education Textbook Sales Team. In this role, you will be responsible for building and maintaining strong relationships with higher education institutions, ensuring customer satisfaction, and driving adoption of our textbook solutions across college and university campuses.
Key Responsibilities
Serve as the primary point of contact for assigned higher education accounts, mostly those with Affordability programs, developing deep relationships with faculty, department chairs, and campus bookstore managers
Conduct product demonstrations and training sessions to showcase our textbook offerings and digital learning solutions, including but not limited to courseware options and instructor resources
Collaborate with sales representatives to develop and implement account strategies that drive textbook adoption and retention
Monitor account health metrics and proactively address potential issues before they impact customer satisfaction
Gather customer feedback and communicate product enhancement requests to our editorial and product development teams
Create and deliver customized implementation plans to ensure successful onboarding of new institutional customers
Analyze usage data to identify opportunities for expanding product adoption within existing accounts
Develop case studies and success stories highlighting positive customer outcomes
Attend industry conferences and campus events to strengthen relationships and showcase our solutions
Qualifications
Bachelor's degree required; advanced degree preferred
5+ years of experience in customer success, account management, or sales in educational publishing or higher education technology
Demonstrated ability to build and maintain relationships with academic stakeholders
Strong understanding of the higher education landscape and textbook adoption processes
Excellent presentation and communication skills, with the ability to translate complex product features into clear value propositions
Experience with CRM systems and data analysis tools
Ability to travel up to 30% of the time for campus visits and industry events
Passion for education and improving student outcomes through quality learning materials
Additional Information What we're offering:
Salary range of $70,000 - $72,000 + sales bonus (25% if OTE's are met, may exceed up to 100%)
Base salary commensurate with experience
15 days paid vacation
10 paid sick days
2 paid floating holidays + paid day off for your birthday each year
3 additional discretionary days off during the holiday season at the end of the year
4 paid volunteering days each year
Up to 8 weeks of paid parental leave
Paid leave for significant life events; i.e., moving or wedding
Medical, vision, dental, and other voluntary benefits
401(k) + employer match
Seasonal social and charitable events
What you should know:
Closing Date for applications: 05 November 2025
Applications are shortlisted on a rolling basis, and we will be interviewing alongside advertising. We encourage you to apply at the earliest opportunity.
Have the right to live and work in the United States
Location: Must live within a commutable distance of our office in New Orleans to ensure on‑site presence three days per week (approximately 60% of work time). Remote work is supported as needed.
In‑Person Time: The successful candidate will be able to utilize our balanced working model, working in‑person with colleagues, customers, and partners three days a week or more.
Equal Opportunity Statement Taylor & Francis is proud to be an Equal Opportunity Employer. We strongly believe in the value of diversity, fostering a supportive and inclusive environment. We embrace all walks of life regardless of race, color, ancestry, national origin, religion, disability, age, marital status, veteran status, citizenship, or any other protected characteristic under local law.
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