Customer Success Manager

Do you have a background in customer engagement and driving customer adoption?

Do you have project management skills?

Customer Success Manager

About the Team

Customer Success Managers are the go-to contact post-sales for a customer, as such, they are responsible for 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 for the customer within the account. They will be the main customer facing POC post implementation and through to renewal.

About the role

The Customer Success Manager (CSM) is focused on customer engagement and their success and satisfaction in adapting our Elsevier solutions. The CSM should become the trusted advisor for the customer while protecting the revenue base and revealing upsell and cross sell opportunities.
The main role of a CSM is to ensure value and use of solutions/products to enable successful product adoption, continually improve customer satisfaction, and maximize success outcomes for customers. Their focus is on customer retention, renewal growth and identifying any upsell/cross selling
opportunities with the support of trainer, implementation, and consultant functions.

▪ Sales: After sales are closed, participate in hand-off meetings with Account Managers and Implementation Team 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.

Responsibilities

• Managing customer relationships to become a trusted partner;
• Developing new (influential) relationships;
• Identifying and nurturing champions - facilitating product development through 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), 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;
• Identifying cross-sell & upsell opportunities - Analyzing data & understanding of customer needs and ambitions (value story) while adding value based on experience;
• Conducting Customer training in a scalable way - Ensuring that all digital & f2f 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 as well as the greater Elsevier organization to share success stories and ensure value proposition is clearly communicated and understood.

Requirements

• Have a university degree;
• Be experienced with products in product portfolio, or else similar products;
• Be comfortable working in an international matrixed organization;
• Be a self-starter, organized, has initiative and strong problem-solving skills;
• Have solid, engaging (virtual and f2f) presentation skills to large and small audiences;
• Be fluent with technology, ability to trouble shoot and relevant product and basic/generic;
• Have knowledge of wider Elsevier portfolio;
• Have influencing skills at high-level executive and end-user level;
• Have MS Product Suite fluency.

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, we will help you meet your immediate responsibilities and your 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 for you
 

We know that your wellbeing and happiness are key to a long and successful career, as this role is global, benefits may vary according to your location. These are some of the benefits we are delighted to offer:

·  Health care plans and benefits

·  Modern Family Benefits, includi