Customer Success Manager

Customer Success Manager

Do you excel at building strong customer relationships and driving product adoption?

Are you tech-savvy and love solving challenges for clients?

About our Team
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.
 

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. Join Elsevier as a Customer Success Manager and help research institutions make the most of our solutions!

Responsibilities

• Participating 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. (After the closing of a sale).
• Post-sales: Partnering with customer stakeholder team, determining 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. (Post Sales).
• Refreshing the 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. 
• 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 and navigating the customer queries with relevant internal stakeholders.
• Driving customer satisfaction & customer success and delivering tailored value stories (value reinforcement) - Demonstrating product/services ROI.
• Supporting the closing of new agreements/renewals with the sales team by 
  identifying value story, customer needs and advocates for Elsevier solutions.
• Identifying Cross-sell & upsell opportunities. Including analyzing data & understanding of customer needs and ambitions (value story) while adding value based on experience.
• Conducting Customer training in a scalable way and ensuring that all digital & face-to-face training is fulfilling a need with the customer/audience; this includes both demonstrations of products as well as workshops.
• Working cross functionally and 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 related University degree, paired with a background in customer engagement and driving customer adoption. (Publishing background or SaaS experiences are highly valued).
• Experience with multiple products in a product portfolio, or similar products.
• Have fluency in English, verbal and written.
• Experience and comfortability working in an international matrixed organization.
• Display exceptional self-starter, organization and problem-solving skills.
• Have project management skills.
• Have excellent and engaging (virtual and face-to-face) presentation skills to large and small audiences.
• Have fluency with technology, ability to trouble shoot and relevant product and basic/generic knowledge of wider Elsevier portfolio.
• Display influence skills: at high-level executive and end-user level.
• Have Microsoft Suite product fluency.

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 plan benefits
• Employee Assistance Program
• Retirement Benefits
• Various Leave Programs
• Educational Assistance
• Disability, Life and Accidental Death Insurance
• Paid Vacation
• 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 f

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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 a fair and accessible hiring process. If you have a disability or other need that requires accommodation or adjustment, please let us know by completing our Applicant Request Support Form: https://forms.office.com/r/eVgFxjLmAK , or please contact 1-855-833-5120.

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