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Customer Success Manager

Academic Press Elsevier

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0-2 Years
15 days ago
57 Viewed
0 Applied

Job Description

Customer Success Manager

Are you interested in pursuing a career in scientific publishing

We are looking for an experienced Customer Success Manager in Beijing/Shanghai. Are you the one

About the Role

As a Customer Success Manager, your goal is to provide exceptional support to academic researchers and research institutions (e.g. universities, national and provincial labs, research academies, and government entities), ensuring their satisfaction in adoption of Elsevier products, solutions and services. You will troubleshoot issues, offer solutions, and maintain relationships to drive positive outcomes. Your focus is on customer retention, renewal growth and identification of any upsell/cross selling opportunities. Your expertise will contribute to the overall success of the team and enhance good customer experience.

Responsibilities

  • Drive product adoption and usage by customers. Work closely with customers (incl. university libraries, schools, research offices, planning offices, international offices and other functional offices) to conduct product training in an effective and efficient way. Drive user events (incl. academic reading activities, knowledge contests, workshops) to ensure wide adoption and high usage of Elsevier products and solutions.
  • Build long-lasting partnership with customers as a trustworthy advisor, especially with key decision makers (heads of university libraries, PIs, deans and presidents), offering advisory on key topics such as improving academic research performance(), cultivation and recruitment of research talents (), strengthening of subject development () and university ranking, etc, leveraging the strengths of Elsevier products and solutions. Build such partnership through regular customer visits, business meetings, academic workshops, and industry conferences.
  • Managing customer retention and renewal. Mange customer post-sales lifecycle from onboarding, training, visits, business reviews, to renewals. Keep a pulse on the health of customers by measuring product usage, gathering customer feedback, and collecting customer behaviour intelligence. Identify and early warning any attrition risks before they happen. Work closely with sales team to retain at-risk customers by building solid researcher endorsement and showcasing Elsevier product value to customers key decision makers.
  • Identify upsell and cross-sell opportunities. Proactively engage with customers (incl. decision makers and end users) to understand their needs. Identify new opportunities to meet customer needs by offering Elsevier products, solutions and services. Pass solid opportunities to sales team to execute. Ensure that customers benefit from these new offerings in their work to build long-term customer satisfaction and success.
  • Meet customer requests in time to ensure satisfaction. Provide high quality reports on product holdings and usage upon customer requests. Collect customer feedback on product features and performance, and work internally with customer service and/or product teams to tackle any issues or complaints raised by customers.

Requirements

  • PhD in physical, medical or life sciences with strong research performance. Master's degrees with strong professional experience also considered
  • Passionate about working with researchers to advance science & technology
  • Rich experience with academic research processes at universities and academic institutions
  • Strong knowledge about the needs of academic researchers in conducting research and educational activities, applying for fundings, publishing articles, networking in academic communities, and advancing academic careers
  • Highly analytical be comfortable with crunching large datasets and derive insights
  • Self-starter, organized, has initiative and strong problem-solving skills
  • Strong presentation skills to large and small audiences
  • English fluency is a must
  • Up to 30% domestic and international travel
  • Solid network with research community a strong plus
  • MS product suite fluency programming skills a strong plus
  • Experience with customer service, publishing industry or any SaaS industry preferred but not required

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. These are some of the benefits we are delighted to offer:
Medical and Life Insurance: Coverage for Medical and life risk.
. Long-Service Award: Recognition for loyalty and dedication.
. Marriage and New Baby Gifts: Celebratory tokens for special life events.
. Festivals and Birthday Gifts: Spreading joy on occasions that matter.
. Annual Medical Check-up: Prioritizing employee well-being through regular health check-ups.
. Flexible Benefits via CIIC Platform: Personalized benefits accessible through a user-friendly platform.
. Paid Time Off: Annual Leave, Flex Family Care Leave, Birthday Leave, Marriage Leave, Compassionate Leave, Medical and Hospitalization Leave, Examination Leave Gazetted Public Holiday
. Family Care leave (Maternity/Paternity Leave and Adoption Leave)

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.

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Elsevier is 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. 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.

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Last Updated: 16-07-2024 06:04:19 AM
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