JONATHAN PAUL

• Exploring independent projects focused on research publishing support, stakeholder engagement, digital strategy, and customer experience within innovation and education-focused environments.
• Researched opportunities relating to researcher support, publishing workflows, and customer engagement
• Continued professional development across customer success, SaaS, AI, and stakeholder management
• Developed independent branding, digital communication, and thought leadership projects

Customer-facing specialist delivering customer success, account management, adoption, retention, and value-driven engagement across global research and publishing ecosystems spanning 70+ countries. Worked cross-functionally across Product, Customer Experience (CX), Operations, Publishing Development, and Commercial teams in a fast-paced SaaS-like environment.

Customer Value Management | Account Management | Retention | Growth

• Managed end-to-end customer lifecycle management across 75+ editorial and institutional accounts annually, driving customer engagement, retention, satisfaction, and account growth
• Delivered high-volume customer success engagement (1:1 VIP stakeholder calls), achieving highest departmental output for customer interactions and relationship development
• Supported account expansion and commercial growth initiatives through structured engagement campaigns and editorial board acquisition strategies
• Identified, onboarded, and managed international stakeholder groups (editorial boards), aligning customer needs with product and service delivery objectives

Customer Success | Adoption | Onboarding | Experience (CX)

• Improved customer onboarding, adoption, and platform usage through structured enablement, training, and customer communication frameworks
• Provided frontline customer support and escalation management for authors, reviewers, and editors, ensuring high-quality customer experience and issue resolution
• Delivered training and onboarding support to editors and stakeholders through webinars, 1:1 coaching, and structured enablement programmes
• Acted as escalation point between customers and internal teams, improving customer satisfaction and issue resolution speed

SaaS Tools | CRM | Data | Performance Analytics

• Consistently exceeded KPIs, OKRs, and performance targets, achieving top departmental ranking in customer engagement and commercial output
• Achieved: Highest number of new Sales Qualified Leads (SQLs) in Content Department (Q2 2024)
• Highest-performing email conversion campaigns (SQL conversion rate leader, 2024) 150% of target performance following organisational restructure
• Managed customer pipeline, engagement tracking, and account data using Salesforce CRM
• Analysed performance dashboards and customer metrics using Tableau, Excel, and reporting tools

Customer Value, Voice of Customer (VoC) & Insights

• Appointed Customer Ambassador (1 of 3) representing Voice of Customer (VoC) across Product, CX, and Operations
• Designed and implemented customer feedback loops and escalation frameworks to improve visibility of customer issues and enhance service delivery
• Conducted customer discovery interviews and persona research, translating insights into segmentation and engagement strategy improvements
• Contributed to OKR development and value improvement initiatives focused on customer engagement and operational efficiency

Commercial Operations | Enablement | Transformation

• Delivered organisation-wide training, enablement, and change management programmes supporting 300+–500+ global stakeholders during restructuring
• Nominated Webinar Lead, delivering structured onboarding and enablement sessions for external editorial stakeholders and internal teams
• Built communication frameworks and internal playbooks to improve operational efficiency, consistency, and customer experience delivery
• Regularly presented to senior leadership and C-suite stakeholders in global all-hands forums (>500 attendees)

Innovation | AI | Process Optimisation

• Led cross-functional AI innovation hackathon, aligned to OKR delivery and customer engagement improvement initiatives
• Identified and implemented workflow improvements to enhance operational efficiency, customer experience, and engagement quality
• Supported digital transformation initiatives improving internal systems and customer-facing processes

Tools & Platforms

Salesforce CRM | Workday | Tableau | Excel | PowerPoint | Confluence | Miro | Zoom | CRM Systems | Customer Success Platforms | Data Dashboards | SaaS Tools

Assistant consultant within the United Kingdom Science Research Team. Responsible for the support, management and delivery of the Researcher Links programme as part of an overarching researcher mobility strand with the Academies.

Stakeholder Management / Consulting

• Supported the logistical arrangements and documentation of research grant panel review meetings at London
HQ for researcher links higher value awards; to aid in the stimulation of partnerships at the group, department
and Institutional level with partner countries.
• Identified suitable research candidates from various institutions and matched them with appropriate grant
applications for their review.
• Construction and management of data collection tools including questionnaire design using various platforms
including Formstack.
• Project management via the examination of data and performance reporting on progress.
• Undertook the use of corporate financial systems and the management of resources to include invoicing, raising
POs and the administration of grant agreements.
• Conducted collaboration and negotiation within a range of internal and external project stakeholders.

Agile problem solving

• Placed runner-up within the Internal British Council Global Innovation Challenge – #ideaschangelives
• This included the development and delivery of key insight into the Global STEM Skills Paradox and the proposal of a novel pedagogical solution utilising project-based learning (PBL) to tackle several key challenges relating graduate employment in STEM.