Enterprise Customer Success Manager
Are you a skilled relationship builder with a passion for customer success?
Are you a customer focused account strategist?
About our Team
The eCSM will collaborate with the sales and implementation team on account strategy for assigned customers, understanding the vision and strategy. This role will be responsible for providing exceptional customer engagement to ensure our customers are maximizing the value of our digital product while ensuring successful retention and usage in their program.
About the Role
The Enterprise Customer Success Manager (eCSM) is a relationship strategist focused on developing meaningful partnerships with our customers. The eCSM serves as a trusted adviser and customer advocate to our new and returning partnership customers. This role works closely with cross-functional teams to design and implement individualized customer success plans and strategies. This ensures the health, goals, and objectives of our customers are met, and business value is realized.

Responsibilities

• Working closely with administrators, faculty, and students of our partnership accounts to learn and discover their needs/goals
• Translating the needs/goals of key stakeholders into a Customer Success plan
• Organizing, documenting, and refining customer data throughout the partnership
• Managing and taking point on issues, as the customer advocate
• Using teaching skills that support customer onboarding plans
• Conducting training with elevated customer product value driven conversations
• Providing customer with high-level service and develops innovative solutions to meet customers’ business needs

Requirements

• Possess prior customer success experience
• Be organized with exceptional time management skills and professional agility
• Have relational intelligence and strategic thinking ability
• Be a team player with a demonstrated high level of collaboration
• Have a strategic problem-solving mindset
• Be able to effectively prioritize tasks and see them through to completion
• Demonstrate proficiency with Microsoft Office (Excel, Outlook, PowerPoint, and Word)

Work in a way that works for you:
We promote a healthy work/life balance across the organization. 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 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:

• Health Benefits: Comprehensive, multi-carrier program for medical, dental and vision benefits
• Retirement Benefits: 401(k) with match and an Employee Share Purchase Plan
• Wellbeing: Wellness platform with incentives, Headspace app subscription, Employee Assistance and Time-off Programs
• Short-and-Long Term Disability, Life and Accidental Death Insurance, Critical Illness, and Hospital Indemnity
• Family Benefits, including bonding and family care leaves, adoption and surrogacy benefits
• Health Savings, Health Care, Dependent Care and Commuter Spending Accounts
• In addition to annual Paid Time Off, we offer up to two days of paid leave each to participate in Employee Resource Groups and to volunteer with your charity of choice

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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• Working closely with administrators, faculty, and students of our partnership accounts to learn and discover their needs/goals
• Translating the needs/goals of key stakeholders into a Customer Success plan
• Organizing, documenting, and refining customer data throughout the partnership
• Managing and taking point on issues, as the customer advocate
• Using teaching skills that support customer onboarding plans
• Conducting training with elevated customer product value driven conversations
• Providing customer with high-level service and develops innovative solutions to meet customers’ business need