Customer Success Manager

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

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