Customer Success Manager

at  Elsevier

Customer Success Manager
Are you passionate about building relationships and ensuring customer success?
Do you have a proven track record of maximizing
customer satisfaction?
About our Team
Our Academic & Government team helps our communities accelerate knowledge for a better world by helping to establish, discover and advance knowledge. We do this by turning scientific discoveries into peer reviewed knowledge, hosting the world’s richest corpus of knowledge, allowing users to unlock insights from content and by measuring the quality and impact of research - turning insights into outcomes.
About the Role
Customer Success Managers are the go-to contact post-sales for a customer, as such, they are responsible for the onboarding, enablement and value realization for Solutions or Research Sales and are expected to be fluent in the respective portfolios.
The focus is on customer retention, renewal growth and identifying any upsell/cross selling opportunities with the support of trainer, implementation, and consultant functions.

Responsibilities

• Developing new relationships and being a trusted advisor to clients. Facilitating product development and identify requirements in relation to organizations’ ambition - navigate customer queries with relevant internal stakeholders.
• Driving customer retention, satisfaction & success. Delivering tailored value stories (value reinforcement) - Demonstrating product/services ROI.
• Supporting renewals with Sales team by identifying value story, customer needs and advocates for Elsevier solutions.
• Conducting scalable/customizable customer training. Ensure that all training is fulfilling a need of the customer. This includes demonstrations of products as well as workshops.
• Identifying cross-sell & upsell opportunities. Analyzing data & understanding of customer needs and ambitions (value story) while adding value based on experience.
• Working cross functionally, share experiences across customer facing teams as well as the greater Elsevier organization to share success stories. Ensure value proposition is clearly communicated and understood.

Requirements

• Background in customer engagement, retention and driving customer adoption
• Experience in publishing background or SaaS is a plus
• Be comfortable working in an international matrixed organization
• Be a self-starter, organized, has initiative and good problem-solving skills
• Have good analytical and project management skills
• Possess engaging (virtual and f2f) presentation skills to large and small audiences
• Be fluent with technology, ability to trouble shoot and relevant product and basic/generic knowledge of wider Elsevier portfolio

Work in a way that works for you

We promote a healthy work/life balance across the organisation. We offer an appealing working prospect for our people. With numerous wellbeing initiatives, shared parental leave, study assistance and sabbaticals, we will help you meet your immediate responsibilities and your long-term goals.

• Working flexible hours - flexing the times when you work in the day to help you fit everything in and work when you are the most productive

Working for you

We know that your wellbeing and happiness are key to a long and successful career. These are some of the benefits we are delighted to offer:

• Medical Inpatient and Outpatient Insurance: Coverage for your healthcare needs.
• Long Service Award: Recognition for your dedication and loyalty.
• Flexible Benefits Plan : Offering you wider choice of services and products
• Employee Assistance Program : Access support for personal and work-related challenges.
• Flexible Working Arrangements: Balance work and personal life effectively.
• Access to Learning and Development Resources: Empowering your professional growth.

About the Business
A global leader in information and analytics, we help researchers and healthcare professionals advance science and improve health outcomes for the benefit of society. Building on our publishing heritage, we combine quality information and vast data sets with analytics to support visionary science and research, health education and interactive learning, as well as exceptional healthcare and clinical practice. At Elsevier, your work contributes to the world’s grand challenges and a more sustainable future. We harness innovative technologies to support science and healthcare to partner for a better world.
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Elsevier is an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law. We are committed to providing a fair and accessible hiring process. If you have a disability or other need that requires accommodation or adjustment, please let us know by completing our Applicant Request Support Form:
https://forms.office.com/r/eVgFxjLmAK
, or please contact 1-855-833-5120.
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Candidate Privacy Policy

Responsibilities

• Developing new relationships and being a trusted advisor to clients. Facilitating product development and identify requirements in relation to organizations’ ambition - navigate customer queries with relevant internal stakeholders.
• Driving customer retention, satisfaction & success. Delivering tailored value stories (value reinforcement) - Demonstrating product/services ROI.
• Supporting renewals with Sales team by identifying value story, customer needs and advocates for Elsevier solutions.
• Conducting scalable/customizable customer training. Ensure that all training is fulfilling a need of the customer. This includes demonstrations of products as well as workshops.
• Identifying cross-sell & upsell opportunities. Analyzing data & understanding of customer needs and ambitions (value story) while adding value based on experience.
• Working cross functionally, share experiences across customer facing teams as well as the greater Elsevier organization to share success stories. Ensure value proposition is clearly communicated and understood

We promote a healthy work/life balance across the organisation. We offer an appealing working prospect for our people. With numerous wellbeing initiatives, shared parental leave, study assistance and sabbaticals, we will help you meet your immediate responsibilities and your long-term goals.

• Working flexible hours - flexing the times when you work in the day to help you fit everything in and work when you are the most productiv