Associate Director of Inside Sales

Job description

We're looking for an experienced Associate Director of Inside Sales to lead our global Inside Sales team and shape the future of our renewals and retention strategy for small accounts. In this pivotal role, you'll drive the transition to protective business models for our ebooks and journals portfolio, lead a high-performing team, and work collaboratively across commercial functions to develop innovative propositions for our smaller customer segment. This is an opportunity to maximize customer lifetime value while building strong relationships and leading transformational change in a critical revenue-driving function. What You'll Be Doing: Drive Renewals, Retention & Growth Develop and implement proactive retention strategies to maximize renewal rates and minimize churn across our select ebooks and journals accounts Lead the strategic transition from traditional purchasing models to protective subscription models, ensuring seamless adoption and exceptional customer satisfaction Analyze renewal trends and regional variations to identify at-risk accounts and deploy targeted intervention strategies Establish and monitor KPIs including renewal rates, retention percentages, upsell/cross-sell success, and customer satisfaction scores Build strong relationships with key stakeholders and partner with the Director of Special Revenue to optimize third-party management strategies Collaborate with Customer Success, Product, and Marketing teams to enhance customer experience and drive product adoption Identify market opportunities and co-develop new propositions tailored to smaller customers and emerging business segments Lead & Develop Your Team Lead, mentor, and inspire a team of inside sales representatives focused on renewals and account retention Foster a collaborative, results-driven culture that prioritizes customer success and revenue preservation Set clear performance expectations, conduct regular coaching sessions, and provide ongoing development support Manage performance reviews, identify skill gaps, and implement targeted training programs Optimize team capacity planning, territory assignments, and workload distribution Optimize Sales Operations Maintain accurate forecasting of renewal revenue and retention rates Provide regular reporting and strategic insights to senior leadership on performance, trends, and opportunities Leverage CRM systems to track customer interactions, renewal status, and pipeline health Partner with Sales Operations to continuously improve processes, tools, and workflows Extensive experience in inside sales, account management, or customer success roles, with a proven track record in a leadership position Proven track record managing renewals and retention in a B2B environment (academic publishing, information services, or SaaS preferred) Demonstrated success driving retention and growth in the sub-$20k account segment Experience transitioning customers to subscription or protective business models Strong background leading and developing high-performing sales teams Key Skills & Competencies Deep understanding of renewal sales cycles, retention strategies, and customer lifecycle management Knowledge of academic publishing, library workflows, and institutional purchasing processes (highly desirable) Exceptional leadership and people management capabilities with proven ability to motivate and develop talent Data-driven approach with strong analytical skills and experience using metrics to inform strategy Outstanding communication and negotiation skills with ability to influence at all levels Proficiency with CRM platforms (Salesforce preferred) and sales analytics tools Ability to thrive in a fast-paced, dynamic environment while managing multiple priorities Familiarity with ebooks and journals products, licensing models, and usage metrics Preferred Qualifications & Experience Experience working with library customers or academic institutions Demonstrated success improving renewal rates and reducing customer attrition Background in change management related to business model transitions Bachelor's degree in Business, Marketing, or related field; MBA a plus Closing date Monday 19th October 2026 Applications are shortlisted on a rolling basis. We therefore encourage you to apply at the earliest opportunity. You must have the right to reside and work in the United States. Location: We believe that great things happen when people connect face-to-face. That's why we work in-person with each other, or with customers and partners, three days a week or more. When you’re not spending time together in one of our offices or other workplaces – like at conference – you get the flexibility and support to work from home or remotely. The successful candidate will be able to utilise our balanced working model. We ask that candidates live within a commutable distance of the Philadelphia office to ensure that as a balanced worker they can make it to our office location 3 days per week. What we offer in return: Annual salary of circa $90,000 - £105,000 USD + bonus Salary commensurate with experience 15 paid vacation days 10 paid sick days 2 paid floating holidays Paid parental leave Paid leave for life events; i.e. wedding or moving Medical, dental, & vision benefits 4 paid volunteering days per year Paid day off for your birthday 401(k) match Flexible working schedule Seasonal social and charitable events Training and development We’re passionate about ensuring you have all the tools and resources at your fingertips to reach your short and long-term career goals. We’ll support you in your journey by working together on your own bespoke Taylor & Francis Development Plan, ensuring you have the resources, tools, support and coaching that will get you where you want to be. If you’re excited about working with Taylor & Francis to foster human progress through knowledge, we invite you to apply even if your existing skills and experience don’t fit every item listed above. At Taylor & Francis, we are at our best and most successful when colleagues can be themselves and make a contribution regardless of their identity or background. As a colleague, you will have the opportunity to further innovate and develop in areas that you are passionate about. Our goal is to empower you with the resources, incentives, and flexibility you need to enjoy success at work and to live a healthy, balanced life. Taylor & Francis is proud to be an Equal Opportunity Employer. We believe in and value diversity of people and thought, fostering a supportive and inclusive environment where all colleagues can learn and succeed as their true selves. Taylor & Francis recruits, develops, and retains colleagues without regard to any protected personal characteristics or other non-merit based factor. We want all our candidates to shine in our recruitment process. Please let us know if there is anything we can do to ensure you are able to show us your best self. This could include having the application form in a different format, more time for questions, or anything else – please ask us, we are happy to be flexible! Please contact 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 is one of the world’s largest publishers of high-quality, peer reviewed scholarly journals, books, e-books and reference works. We empower learners, thinkers and doers with trusted knowledge that advances research and enriches lives. We bring together diverse people, ideas and opinions to validate and publish the experts, theories and truths that matter. And we’ve been doing this in an unbroken arc since 1798. Our purpose is to foster human progress through knowledge. We strongly believe that this requires us to encourage and examine different ideas and voices, so that any work that meets our exacting levels of quality deserves to be included in our publications. This requires open minds, the opportunity for robust debate, and the courage to defend perspectives that stand up to scrutiny, even if they conflict with our personal beliefs or values. Because that’s the only way to find the best obtainable version of the truth and, ultimately, foster human progress. If you agree, then we’d love to hear from you.