Customer Success Manager (REMOTE)

Are you experienced in Customer Engagement and Adoption?


Do you love managing customer relationships?


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 the customer. They are responsible for onboarding, enablement and value realization for Solutions or Research Sales. They are expected to be fluent in their respective portfolios. Coordinating closely with Account Managers, Account Support, and all other support functions. Ensuring strategic goals are met within the account. In some product sets, they'll coordinate with a team for technical onboarding. Then serving as their main contact post-implementation, through to renewal.


Responsibilities


• Completing Sales. After sales are closed, participating in hand-off meetings with Account Managers. Verifying outcomes established during the sales cycle, defining role, and reviewing any related information on the opportunity. Ensuring all data in CRM is accurate.
• Engaging post-sale with customer stakeholder team. Determining product goals and setting up meetings/contact cadences to support emerging needs. Supporting adoption, health metrics, and perception of product across the institution. (Discussed and tracked-Refreshing CRM with current information. (From trainings and customer conversations). Identifying opportunities for cross and up sell, informing the sales team of updates before renewal activities begin.
• Managing customer relationships to become a trusted partner. Developing new (influential)relationships, identify and nurture champions, and facilitate product development. Liaising between customer and product. Identifying requirements in relation to the organizations’ ambition. Navigating customer queries with relevant internal stakeholders.
• Driving customer satisfaction and customer success. Delivering tailored value stories (value reinforcement) and demonstrating product/services return on investment.
• Facilitating retention and Renewals. Supporting closing new agreements/renewals with the sales team by identifying value story, customer needs and advocating for Elsevier solutions.
• Identifying Cross-sell and upsell opportunities. Analyzing data and understanding the customer needs and ambitions (value story.) Adding value based on experience.
• Conducting customer training in a scalable way. Ensuring all digital and face to face training is fulfilling a need with the customer/audience. Including both demonstrations of products and with workshops.
• Working cross functionally. Sharing experiences across customer facing teams and Elsevier's greater organization. Sharing success stories and ensuring value proposition is clearly communicated and understood.


Requirements


• Have an accredited secondary Education. Coupled with a background in customer engagement and driving customer adoption.
• Experience with CRM and proficiency with the Microsoft product suite.
• Experience and knowledge in Publishing and SaaS are highly valued.
• Experience with products in product portfolio, or similar products.
• Display exceptional communication skills, including fluency in English.
• Display problem-solving, project management and influences skills. (High-level executive and end-user level).
• Experience in engaging (virtual and face-to-face)
presentation skills to large and small audiences. Including comfortability working within international matrixed organizations.
• Have fluency with technology. Ability to troubleshoot with relevant product. Coupled with 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 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