Customer Success Manager

Customer Success Manager

Are you passionate about building relationships and ensuring customer success?

Do you have a proven track record of maximizing customer satisfaction?

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

At Elsevier, Customer Success Managers are the go-to contact post-sales for a customer, as such, they are responsible for the onboarding, enablement and value realization for Solutions or Research Sales and are expected to be fluent in the respective portfolios.

The focus is on customer retention, renewal growth and identifying any upsell/cross selling opportunities with the support of trainer, implementation, and consultant functions.

Reporting to the Team Manager, this is a permanent Full-time role based in either Sydney, Melbourne or Adeliade, with the possibility of combined home/office-based arrangements to have a flexible work-life balance. 

Responsibilities

• Developing new relationships and being a trusted advisor to clients. Facilitate product development and identify requirements in relation to organizations’ ambition - navigate customer queries with relevant internal stakeholders.

• Driving customer satisfaction & customer success. Delivering tailored value stories (value reinforcement) - Demonstrating product/services ROI.

• 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. Ensure that all digital and F2F training is fulfilling the needs of the customer. This includes demonstrations of products as well as workshops.

• Working cross functionally, share experiences across customer facing teams as well as the greater Elsevier organization to share success stories. Ensure value proposition is clearly communicated and understood.

Requirements

• Have background in customer engagement/customer success and driving customer adoption

• Experience in publishing background or SaaS or Professional industry is a plus

• Ability to identify opportunities/prospects, retention skills, cross-sell & upsell opportunities

• Be comfortable working in an international matrixed organization

• Be a self-starter, organized, has initiative and good problem-solving skills

• Have good analytical and project management skills

• Possess 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 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, Paid Parental leaves, Volunteering leaves, 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:

• Life assurance and income protection

• Option to buy additional Annual Leave days

• Employee Assistance Program

• Referral Bonus

• Flexible working arrangements

• Access to learning and development resources

About the Business

Elsevier is 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 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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