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About the Role
Customer Success Managers are the primary post-sales point of contact for customers, responsible for onboarding, enablement, and value realization. They work closely with Account Managers and other support functions to ensure strategic goals are achieved, acting as a trusted advisor to protect revenue and identify upsell/cross-sell opportunities.
Responsibilities
- Build and Nurture Customer Relationships
- Drive Customer Satisfaction & Success
- Support Retention & Renewal
- Identify Cross-sell & Upsell Opportunities
- Deliver Scalable Digital Training
- Foster Cross-Functional Collaboration
Requirements
- University degree
- Minimum 2 years in a Digital Customer Success Manager role and/or background in customer engagement and driving customer adoption
- SaaS or Publishing background a plus
- Gainsight and AI experience highly desirable
- Experience with products in product portfolio, or else similar products
- Background in customer engagement and driving customer adoption a plus
- Fluency in English
- Comfortable working in an international matrixed organization
- Self-starter, organized, has initiative and strong problem-solving skills
- Project management skills
- Strong, engaging (virtual and f2f) presentation skills to large and small audiences
- Fluency with technology, ability to trouble shoot and relevant product and basic/generic knowledge of wider Elsevier portfolio
- Influencing skills: at high-level executive and end-user level
- MS Product Suite fluency
Skills
- Customer engagement
- Customer adoption
- Gainsight
- AI
- Project management
- Presentation skills
- Technology fluency
- Troubleshooting
- Influencing skills
- MS Product Suite
Experience Level
- Minimum 2 years
Education Level
- University degree
Benefits
- Long Service Award
- Flexible Working Arrangements
- Access to Learning and Development Resources
About the Company
- 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.
Equal Opportunity
- 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 or please contact 1-855-833-5120.
- 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.