Customer Success Manager

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.

Themain roleof 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 focusis on customer retention, renewal growth and identifying any upsell / cross selling opportunities with the support of trainer, implementation, and consultant functions.

Responsibilities

Manage customer relationships and building client trust

Drive customer satisfaction & customer success through product delivery and expertise

Supporting closing new agreements / renewals with Sales team by identifyingvalue story, customer needs and advocates for Elsevier solutions.

Analyzing data & understanding of customer needs.

Ensure that all digital & f2f training is fulfilling a need with the customer / audience; this includes both demonstrations of products as well as workshops.

Share experiences across customer facing teams as well as the greater Elsevier organization

Requirements

University degree

Background in customer engagement and driving customer adoption a plus

Publishing background or SaaS a plus

Experience with products in product portfolio, or else similar products

Fluency in English & Japanese as well 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

MS Product Suite fluency

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.