• Own retention for high-value Meal Program accounts • Build strong, trusted relationships with customer admins • Serve as the primary partner for accounts post AE handoff • Monitor churn signals and take action on accounts at risk • Create and execute account-level retention plans • Partner with Enterprise Support and other departments to enhance customer experience • Escalate issues affecting retention • Document customer goals and risk factors clearly • Identify expansion opportunities with Account Executive • Refine operating models for customer retention

• Supervise and mentor a team of 7- 15 agents, ensuring high engagement and performance. • Conduct regular coaching sessions, one-on-one meetings, and team huddles to enhance service delivery. • Monitor real-time and historical metrics to ensure efficiency, adherence to KPIs, and high customer satisfaction. • Review call recordings, emails, and chat interactions to provide constructive feedback. • Develop action plans to improve agent performance and customer interactions. • Collaborate with workforce management to optimize staffing and scheduling. • Escalate operational risks or service disruptions and implement mitigation strategies. • Identify trends in customer feedback, complaints, and escalations to improve service processes. • Work closely with Quality Assurance, Training, and Knowledge Base teams to enhance agent enablement. • Champion a proactive service model, ensuring customers receive best-in-class support. • Work with the Call Center Customer Experience Manager to align team goals with business objectives. • Partner with other departments (e.g., FinOps, Escalations, Sales) to resolve complex issues efficiently. • Contribute to process enhancements and the development of service-level strategies.

Role Description As a Customer Success Specialist, you will play a key role in advancing STEM education by supporting Professors deliver impactful student learning experiences. Your goal is to help educators integrate JoVE into their teaching, strengthen engagement, and ensure the retention of subscriptions through measurable outcomes. - Conduct proactive outreach to Professors at subscribing universities in Turkey, demonstrating JoVE's impact on teaching and student learning outcomes. - Drive JoVE adoption in classrooms and courses to deepen engagement with professors and ensure subscription continuity. - Build and maintain relationships with key decision-makers, including Department Heads, Professors, PIs, and Librarians, through daily outreach via phone calls, emails, 1:1 meetings, and tailored institutional projects. - Deliver impactful product presentations and webinars at conferences, university/research center seminars, and workshops to increase usage of JoVE. - Provide ongoing support and guidance to Professors to maximize the usage of JoVE in their teaching activities. Qualifications - A Masters or PhD Degree in STEM discipline. - Fluent communication in Turkish and English. - Presentation skills, with ability to influence and inspire. - Experience in science communications, academic outreach or other customer-facing roles is preferred. - Analytical mindset and comfort working with adoption metrics and usage data. - Proven ability to manage multiple projects and stakeholders simultaneously. - Independent, results driven with an ability to thrive in a fast-paced environment. Benefits - You can expect compensation packages competitively placed within the local market. - You will make a direct impact in accelerating science research and in improving student learning in science education. - Opportunity to work with global teams and in an environment that promotes innovation and collaboration. - Our strong promotion from within culture draws a clear path to advance your career with us.

• Use your Customer Success and leadership skills and good Order-to-Cash knowledge to manage and grow the Customer Success Team in charge of North America. • Be the main point of contact between the company and a set of named enterprise accounts • Leverage your Customer Success and Order-to-Cash experience to provide insights to customers and ensure that they get the most out of the Sidetrade solution(s) they use • Understand each customer’s outcomes by communicating with key stakeholders, analyze customer health metrics, provide insights that will lead to success • Understand and support the customers’ Order-to-Cash KPIs, strategic objectives and Credit Management landscape • Be the voice of the customer when dealing with the other Sidetrade Departments (Product Management, Professional Services, Sales, Finance and Support) • Gauge customers' levels of engagement with the company and provide feedback to the other teams regarding product and service improvements • Lead, mentor, and develop a team of Customer Success Managers (CSMs) to ensure they meet performance goals and deliver high-quality support to customers • Identify upsell and cross- sell opportunities and collaborate closely with the Sales team to support renewals and expansion opportunities