Customer Success Manager

LexisNexis Risk SolutionsIndonesia

30+ days ago

Job description

Customer Success Manager, Indonesia

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

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.

Responsibilities

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

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

Supporting renewals with Sales team by identifying value story, customer needs and advocates for Elsevier solutions.

Conducting scalable / customizable customer training. Ensure that all training is fulfilling a need of the customer. This includes demonstrations of products as well as workshops.

Identifying cross-sell & upsell opportunities. Analyzing data & understanding of customer needs and ambitions (value story) while adding value based on experience.

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

Background in customer engagement, retention and driving customer adoption

Experience in publishing background or SaaS is a plus

Strong communications with fluency in English and Bahasa Indonesia

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

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, shared parental leave, study assistance and sabbaticals, 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 :

Medical Inpatient and Outpatient Insurance : Coverage for your healthcare needs.

Access to Learning and Development Resources : Empowering your professional growth.

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. 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 or please contact .

Criminals may pose as recruiters asking for money or personal information. We never request money or banking details from job applicants. Learn more about spotting and avoiding scams

Please read our .We are 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.

USA Job Seekers :

.RELX is a global provider of information-based analytics and decision tools for professional and business customers, enabling them to make better decisions, get better results and be more productive.Our purpose is to benefit society by developing products that help researchers advance scientific knowledge; doctors and nurses improve the lives of patients; lawyers promote the rule of law and achieve justice and fair results for their clients; businesses and governments prevent fraud; consumers access financial services and get fair prices on insurance; and customers learn about markets and complete transactions.Our purpose guides our actions beyond the products that we develop. It defines us as a company. Every day across RELX our employees are inspired to undertake initiatives that make unique contributions to society and the communities in which we operate.

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Customer Manager • Indonesia

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