Apply on Employer Site

RELX · 1 day ago

Customer Success Manager

United States

Full-time

Remote

Mid Level

$95K/yr - $159K/yr

Elsevier Inc. is a global information analytics company that helps institutions and professionals progress science and advance healthcare. The Customer Success Manager will be responsible for post-sales customer engagement, ensuring successful onboarding, value realization, and retention while identifying upsell and cross-sell opportunities.

AnalyticsBusiness Information SystemsConsultingInformation ServicesInformation TechnologyInsuranceRisk Management

Responsibilities

Managing customer relationships to become a trusted partner. Developing new (influential) relationships, identifying and nurture champions. You facilitate product development by 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) and demonstrating product/services ROI

Supporting Retention and Renewals. Including closing new agreements/renewals with the sales team by identifying value story, customer needs and advocates for Elsevier solutions

Identifying cross-sell & upsell opportunities. This includes analyzing data & understanding of customer needs and ambitions. All while adding value based on experience

Conducting customer training in a scalable way. 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. sharing experiences across customer facing teams and the greater Elsevier organization. Sharing success stories and ensure value proposition is clearly communicated and understood

Qualification

Customer Success ManagementSaaS ExperienceCustomer EngagementTechnical OnboardingProject ManagementInfluencing SkillsTraining SkillsFluency in EnglishProblem SolvingOrganizational Skills

Required

Have a university degree/secondary education from an accredited university or equivalent, relevant experience to the role. (Background in customer engagement and driving customer adoption.)

Have a Publishing background with SaaS experience is valued

Experience with products in product portfolio, or else similar products

Be fluent in English and have exceptional engagement abilities. This includes to both large and small audiences, virtually and in person. Presenting and training included

able to work comfortably in an international matrixed organization

Be a self-starter who is highly organized, has initiative and experienced problem-solving and Project management skills

Have fluency with technology, ability to trouble shoot and relevant product and basic/generic knowledge of wider Elsevier portfolio. This includes Microsoft Product Suite fluency

Able to Influence at high-level. Including the executive and end-user level