Customer Success Manager

Do you want to be a part of a global company?

Do you enjoy the idea of enabling customers in effective data solutions?

About the 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 adopting 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.

Responsibilities

• Managing customer relationships and building client trust
• Driving customer satisfaction & customer success through product delivery and expertise
• Supporting closing new agreements/renewals with Sales team by identifying value story, customer needs and advocates for Elsevier solutions.
• Analyzing data & understanding our customer needs.
• Ensuring that all digital & f2f training is fulfilling a need with the customer/audience; this includes both demonstrations of products as well as workshops.
• Sharing experiences across customer facing teams as well as the greater Elsevier organization

Requirements

• University degree
• Minimum 3 years in a Customer Success role and/or background in customer engagement and driving customer adoption.
• Fluency in English & Japanese with strong, engaging (virtual and f2f) presentation skills to large and small audiences
• Fluency with technology, the ability to trouble shoot, and have relevant product and basic/generic knowledge of our wider Elsevier portfolio
• MS Product Suite fluency
• A background in publishing or SaaS solutions is a plus

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 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.

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.