Enterprise Customer Success Manager

Do you enjoy building customer relationships that lead to successful outcomes?
 

Are you motivated by seeing how your work makes a difference to product delivery and customer outcomes?
 

About our Team

Our Customer Success team strives to deliver high quality assistance to our internal partners to support our customers. We move our customers to product optimization by reducing churn to accelerate the adoption of our products. We work collaboratively in the post sales process with our sales team and customers.
 

About the Role

The Enterprise Customer Success Manager (ECSM) is a relationship strategist. You will be focused on developing meaningful partnerships with our customers by providing customized solutions, programmatic insights, and learning analytics.
 

Responsibilities

• Building and maintaining long-term relationships and a high level of satisfaction with key senior-level decision-makers and influencers at an assigned group of customer accounts. Accounts may include major strategic customers within a geographic or industry focus.

• Collaborating with functional team lead, customer-facing stakeholders, internal SMEs, and cross-functional teams to develop strategies and implement customer centric solutions.

• Creating demand for the organization's products and services by raising their profile with customers

• Managing the product portfolio of Enterprise customer relationships.

• Conducting regular status and strategy meetings with the customer's senior management to understand their needs and link them to the organization's product/service strategies when needed.

• Developing personalized customer analytics dashboards based on unique institutional needs.

Requirements

• Have project management, customer success, or customer service experience.

• Demonstrate persuasive written and verbal communication skills

• Demonstrate application of design principles in digital marketing materials

• Demonstrate proficiency with Microsoft Office (Excel, Outlook, PowerPoint, and Word)

• Have ability to represent raw data in a customer-centric format

• Have knowledge of Microsoft and Google Suite, Image and Video editing software, SQL and Salesforce experience.

Work in a way that works for you

We promote a healthy work/life balance across the organization. With an average length of service of 9 years, we are confident that we offer an appealing working prospect for our people. With numerous wellbeing initiatives, family leave and tuition reimbursement, we will help you meet your immediate responsibilities and 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 with us

We are an equal opportunity employer with a commitment to help you succeed. Here, you will find an inclusive, agile, collaborative, innovative and fun environment, where everyone has a part to play. Regardless of the team you join, we promote a diverse environment with co-workers who are passionate about what they do, and how they do it.
 

Working for you

At Elsevier, 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:
 

• Comprehensive, multi-carrier health plan benefits

• Disability insurance

• Dependent Care and Commuter Spending Accounts

• Life and Accident Insurance

• Retirement Benefits (Salary Investment Plan/Employer Stock Purchase Plan)

• Modern Family Benefits, including adoption and surrogacy

About Us

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.
 

Join Us

PURPOSEFUL WORK
When you work with us, your work matters. You are part of an organization that nurtures your curiosity to stimulate innovation for the communities that we serve.

GROWING EVERY DAY
Like the communities we serve, you are on a constant path of discovery to shape your career and personal development.

COLLEAGUES WHO CARE
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