Associate Director of Inside Sales

Informa Group Plc.; Pennsylvania; On-site; USD 120,000 - 180,000; Full time

Job summary

Informa Group plc. is seeking an experienced Associate Director of Inside Sales to lead our global renewals and retention efforts for small accounts.

The role focuses on transitioning customers to protective subscription models, maximizing renewal rates, and driving growth across ebooks and journals. The successful candidate will manage a high‑performing inside sales team, collaborate with Customer Success, Product and Marketing, and optimize forecasting and CRM processes to sustain revenue and

Qualifications

• Extensive experience leading inside sales, renewals, and retention initiatives.
• Proven track record managing renewals in B2B or academic/publishing sectors.
• Experience driving growth in sub‑20k account segments.
• Experience transitioning customers to subscription or protective business models.

Responsibilities

• Develop and implement proactive renewal strategies to maximize renewal rates and minimize churn across ebooks and journals accounts.
• Lead the transition from traditional purchasing to protective subscription models with customer satisfaction in focus.
• Analyze renewal trends to identify at‑risk accounts and deploy targeted interventions.
• Establish and monitor KPIs such as renewal rates, retention, upsell/cross-sell, and CSAT.
• Collaborate with Customer Success, Product, and Marketing to enhance customer experience and drive product adoption.
• Lead and develop a high‑performing inside sales team focusing on renewals and retention.
• Forecast renewal revenue accurately and provide strategic insights to senior leadership.
• Maintain CRM data quality to track renewal status and pipeline health.

Skills

Inside sales leadership

Renewals

Account management

Customer success

Tools

CRM systems

Job description

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.

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