Customer Success Manager

Contenido de trabajo

Our Company

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.

Purpose of the Job

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. They coordinate closely with Account Managers, Account Support, and all other support functions to ensure strategic goals are met within the account. In some product sets, they will coordinate with a team for technical onboarding, but will then become the main POC post implementation and through to renewal.

• Sales:After sales are closed, participate in hand-off meetings with Account Managers to verify outcomes established during the sales cycle, define role, and review any related information on the opportunity in CRM.
• Post-sales:With customer stakeholder team, determine product goals and set up a meeting / contact cadence in which emerging needs and support, adoption and health metrics, and perception of product across the institution are discussed and tracked. Refresh CRM with current stakeholders and information from trainings and periodic customer conversations to identify opportunities for cross and up sell and inform Sales team of updates before renewal activities begin.

Key Result Areas / Primary Accountabilities

• Manage customer relationships to become a trusted partner -Develop new (influential) relationships - identify and nurture champions - facilitate product development through liaising between customer and product – identify requirements in relation to organizations’ ambition - navigate customer queries with relevant internal stakeholders.
• Drive customer satisfaction & customer success- Delivering tailored value stories (value reinforcement) - Demonstrating product/services ROI.
• Retention and Renewal - Supporting closing new agreements/renewals with Sales team by identifying value story, customer needs and advocates for Elsevier solutions.
• Identify Cross-sell & upsell opportunities- Analyzing data & understanding of customer needs and ambitions (value story) while adding value based on experience.
• Conduct Customer training in a scalable way - Ensure that all digital & f2f training is fulfilling a need with the customer/audience; this includes both demonstrations of products as well as workshops.
• Work cross functionally– Share experiences across customer facing teams as well as the greater Elsevier organization to share success stories and ensure value proposition is clearly communicated and understood.

Qualifications

• University degree
• Background in customer engagement and driving customer adoption
• Publishing or SaaS background will be a plus
• Experience with products in product portfolio, or else similar products
• Fluency in English
• Comfortable working in an international matrixed organization
• Self-starter, organized, has initiative and strong problem-solving skills
• Project management skills