Our mission is to dramatically improve lives by changing the way the world creates and uses knowledge.

Launched in 2014 Covidence is a not-for-profit world leading SaaS platform. Our platform enables health and science research teams to rapidly synthesize and uncover actionable insights from the mountains of research produced around the world. We do this by accelerating a research workflow called ‘systematic review,’ the gold standard for synthesizing research evidence. Many of the world's most prestigious and innovative universities use Covidence.

**This is a fully remote role - open to all northern hemisphere locations**

THE OPPPORTUNITY

We are looking for a Team Lead for this newly formed team. The purpose of this role and team is to drive customer satisfaction, retention and expansion. You and the team of tenured account management specialists will work closely with customers to ensure they are maximizing the value of our solutions and growing their usage. You will partner with the Sales team to ensure a consistent customer experience, through sharing insights, accurate records, reporting and efficient processes and cycles. You will partner with the Community team to ensure excellent support for end users through a customized training program.

This is both a people leading and hands-on role, so you will have 2 team members and manage a set of accounts.

Team Leadership & Development

Lead, mentor, and develop a small team of Acedemic Success Managers across the UK & US time zone, fostering a collaborative and high-performance culture. Previous experience working across time zones (sync & async) is highly desirable.
Set clear goals and expectations for team members, regularly reviewing their performance and providing constructive feedback.
Conduct regular team meetings, one-on-one sessions, and training to ensure continuous development and alignment with company objectives.
Recruit, onboard, and train new team members, ensuring they are fully equipped to succeed in their roles.

Account Managment

Pre Sales - Demonstration and trial set up
Post Sales - Customer onboarding & training, customer relationship management, product adoption & usage optimisation,
Customer Advocacy & Retention - Acting as a customer advocate, ensuring customer feedback is communicated to relevant teams, collaborate with the Community team to resolve any issues or challenges faced by the customers in a timely manner, develop and execute retention strategies to reduce churn and increase usage.
Expansion & Growth - Identify high usage and at-risk accounts proactively and collaborate with the Sales team to identify and prioritise efforts, track and report on key account metrics, usage, and customer satisfaction
Collaboration & Continuous Improvement - Work closely with all teams to ensure an effective transition from trial to onboarding, contribute to the development of customer success materials, including playbooks, case studies, and best practices guides.

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