Role Description The Customer Success Specialist, Life Science will be responsible for aiding researchers and faculty at subscribing Universities and Research Institutions in the Spain region to integrate JoVE’s content into their syllabi and support training and research activities. - Customer-facing role with a focus on outreach to Researchers and Educators to boost usage of JoVE resources in the Lab and classroom. - Delivering presentations and webinars at: - Exhibits and conferences - University/Research center seminars and workshops - Developing relationships with key decision makers (Head of Departments, Dean of Faculties, PIs, Researchers...) and teaching/research staff at Universities and Research Institutes through daily outreach (phone calls, 1:1 meetings, emails, tailored projects, etc.) - Providing customer feedback to sales, product, and marketing teams. - Delivering Product Awareness within new and ongoing customer Universities and Research Institutes. - Maintaining positive ongoing relationships with customer institutes during the sales cycle, and after a sale to provide support and ensure client satisfaction and retention. Qualifications - Fluent in Spanish and English. - A bachelor/master’s degree in STEM discipline. - Prior working experience in laboratory settings. - Experience in Science Communications or Customer-facing roles is considered a plus! - Thorough understanding of education and research trends and challenges in assigned content areas i.e. Biology, Chemistry, Medicine, Physics, Engineering, or Psychology. - Demonstrated ability to deliver excellent presentations for large and small groups. - Proven ability to network with faculty, scientists, and decision-makers. Benefits - Salary and benefit package competitively placed within the local market. - Direct impact in accelerating science research and improving student learning in science education. - Opportunity to work with global teams and in an environment that promotes innovation and collaboration. - Strong promotion from within culture that draws a clear path to advance your career with us.

• Supports our members in their disenrollment requests and related quality assurance. • Acts in a customer-focused manner and is genuinely interested in the needs of our members. • Address’ various customer-related needs and problem-solve to effectively resolve call escalations. • Serves as a “subject matter expert” in escalated member calls at risk of disenrollment. • Identifies process improvement opportunities within the Member Engagement department. • Responsible for meeting and exceeding monthly goals as assigned. • Conducts outbound phone calls and/or receiving inbound phone calls within the department’s goal timeframe. • Collaborates with our partners to facilitate the member experience. • Participates in required team meetings and trainings.

• Own results and relationships for 4–5 high-value Shopify brands (5M+/year), handling the most complex strategic challenges • Develop advanced retention strategies and playbooks — writing your own copy and directing creative to make it bang • Mentor specialists on the team, contribute to process improvements, and represent OKTOBER in complex client negotiations

• Responsible for handling customers’ requests to downgrade or disconnect Cogeco services. • Works to effectively resolve customer issues. • Builds value in Cogeco’s products and services by communicating the advantages and benefits. • Responsible for calling various outbound customer lists to maximise retention and sales opportunities. • Offers an outstanding service and customer focus. • Answers customer inbound phone inquiries. • Offers customized solutions and options while responding to questions.