Customer Success Team Manager

Customer Success Team Manager
 

Are you skilled in developing teams that deliver value to customers and drive adoption?
 

Would you like to lead a team that builds long term relationships and drives future sales?
 

About our Team

The Customer Success team helps shape the overall customer experience and product use direction. Our Success Managers become trusted advisors to our customers and product experts on our faculty information management software.
 

About the Role

In this role you will manage a team of Customer Success Managers, enabling them to drive successful outcomes during the post sales journey. You will be responsible for leading a team of CSMs who will be driving healthy customer adoption and successful product usage. Our team drives value realization to support renewals and additional sales opportunities.
 

Responsibilities

• Leading a team of CSMs for overall customer satisfaction. Ensuring value and successful use of our products, driving revenue growth, and maximizing customer retention.

• Focusing on operational efficiency of the CSM team while ensuring alignment with other internal stakeholders

• Acting as point of escalation for customer issues and any relevant product or support activities and drive to successful resolution

• Identifying trends, product growth opportunities and relaying customer feedback to the various stakeholders at Elsevier

• Working closely with sales counterparts to ensure that teams are coordinating and collaborating effectively

• Acting as a trusted advisor, driving renewals and account growth. Providing support and guidance directly aligned to objectives of our customers.

Requirements

• Possess prior experience developing and managing teams

• Have a background in SaaS, Publishing and/or Research Solutions

• Demonstrate ability to understand customers – with respect to their needs/ambitions/obstacles/workflows and interaction with our products

• Have excellent analytical, presentation and communication skills

• Be passionate about delivering maximum satisfaction of your customers, both internally and externally,

Work in a way that works for you
 

We promote a healthy work/life balance across the organization. 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 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. 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
- Wellbeing: Wellness platform with incentives, Headspace app subscription, Employee Assistance and Time-off Programs
- Short-and-Long Term Disability, Life and Accidental Death Insurance, Critical Illness, and Hospital Indemnity
- Family Benefits, including bonding and family care leaves, adoption and surrogacy benefits
- Health Savings, Health Care, Dependent Care and Commuter Spending Accounts
- Up to two days of paid leave each to participate in Employee Resource Groups and to volunteer with your charity of choice
 

About the Business

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.
 

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Elsevier is an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law. We are committed to providing