Customer Success Manager
Are you an experienced Customer Success Manager?
Do you excel in retention, renewal growth and identifying any upsell/cross selling opportunities?
About our Team
Elsevier is a global information analytics company that helps institutions and professionals progress science, advance healthcare and improve performance for the benefit of humanity. We serve the research, academic and clinical communities through the application of technology and analytics to content. In this way, we empower those communities to contribute to social progress, to enhance human well-being and to share and expand the breadth of human knowledge.
About the Role
You are the go-to contact post-sales for a customer. Responsible for the onboarding, enablement and value realization for Solutions or Research Sales. You are expected to be fluent in the respective portfolios. Coordinating closely with Account Managers, Account Support, and all other support functions. Ensuring strategic goals are met. In some product sets, coordinating with a team for technical onboarding.
You will be the main contact post-implementation and through to renewals. You are focused on customer engagement and their success and satisfaction in adapting our Elsevier solutions. You are the trusted advisor for the customer while protecting the revenue base and revealing upsell and cross sell opportunities.
You ensure value and use of solutions/products to enable successful product adoption, continually improve customer satisfaction, and maximize success outcomes for customers. Focusing is on retention, renewal growth and identifying any upsell/cross selling opportunities. Partnering with support of their trainer, implementation, and consultant functions.
Responsibilities
Managing customer relationships to become a trusted partner. Developing new (influential) relationships, identifying and nurture champions. You facilitate product development by liaising between customer and product, identifying requirements in relation to organizations’ ambition. Navigating customer queries with relevant internal stakeholders.
Driving customer satisfaction & customer success. Delivering tailored value stories (value reinforcement) and demonstrating product/services ROI.
Supporting Retention and Renewals. Including closing new agreements/renewals with the sales team by identifying value story, customer needs and advocates for Elsevier solutions.
Identifying cross-sell & upsell opportunities. This includes analyzing data & understanding of customer needs and ambitions. All while adding value based on experience.
Conducting customer training in a scalable way. Ensuring that all digital & face-to-face training is fulfilling a need with the customer/audience. This includes both demonstrations of products as well as workshops.
Working cross functionally. sharing experiences across customer facing teams and the greater Elsevier organization. Sharing success stories and ensure value proposition is clearly communicated and understood.
Requirements
Have a university degree/secondary education from an accredited university or equivalent, relevant experience to the role. (Background in customer engagement and driving customer adoption.)
Have a Publishing background with SaaS experience is valued.
Experience with products in product portfolio, or else similar products
Be fluent in English and have exceptional engagement abilities. This includes to both large and small audiences, virtually and in person. Presenting and training included.
able to work comfortably in an international matrixed organization
Be a self-starter who is highly organized, has initiative and experienced problem-solving and Project management skills.
Have fluency with technology, ability to trouble shoot and relevant product and basic/generic knowledge of wider Elsevier portfolio. This includes Microsoft Product Suite fluency.
Able to Influence at high-level. Including the executive and end-user level.
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