Customer Success Manager

2 maanden geleden

Amsterdam, Noord-Holland, Nederland Elsevier Voltijd

Do you have a background in customer engagement and driving customer adoption? Do you have project management skills? Customer Success Manager About the Team Customer Success Managers are the go-to contact post-sales for a customer, as such, they are responsible for enablement and value realization for Solutions or Research Sales and are expected to be fluent in the respective portfolios.

They coordinate closely with Account Managers, Account Support, and all other support functions to ensure strategic goals are met for the customer within the account.

They will be the main customer facing POC post implementation and through to renewal.

About the role The Customer Success Manager (CSM) is focused on customer engagement and their success and satisfaction in adapting 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.


Sales:
After sales are closed, participate in hand-off meetings with Account Managers and Implementation Team to verify outcomes established during the sales cycle, define role, and review any related information on the opportunity in CRM

Post-sales:

With customer stakeholder team, determine product goals and set up a meeting / contact cadence in which emerging needs and support, adoption and health metrics, and perception of product across the institution are discussed and tracked.

Refresh CRM with current stakeholders and information from trainings and periodic customer conversations to identify opportunities for cross and up sell and inform Sales team of updates before renewal activities begin.

Responsibilities Managing customer relationships to become a trusted partner; Developing new (influential) relationships; Identifying and nurturing champions - facilitating product development through liaising between customer and product; Identifying requirements in relation to organizations' ambition - navigating customer queries with relevant internal stakeholders; Driving customer satisfaction & customer success, delivering tailored value stories (value reinforcement), demonstrating product/services ROI.


Retention and Renewal:
Supporting closing new agreements/renewals with Sales team by identifying value story, customer needs and advocates for Elsevier solutions; Identifying cross-sell & upsell opportunities
  • Analyzing data & understanding of customer needs and ambitions (value story) while adding value based on experience; Conducting Customer training in a scalable way
  • Ensuring that all digital & f2f training is fulfilling a need with the customer/audience; this includes both demonstrations of products as well as workshops; Working cross functionally – Sharing experiences across customer facing teams as well as the greater Elsevier organization to share success stories and ensure value proposition is clearly communicated and understood.
Requirements Have a university degree; Be experienced with products in product portfolio, or else similar products; Be comfortable working in an international matrixed organization; Be a self-starter, organized, has initiative and strong problem-solving skills; Have solid, engaging (virtual and f2f) presentation skills to large and small audiences; Be fluent with technology, ability to trouble shoot and relevant product and basic/generic; Have knowledge of wider Elsevier portfolio; Have influencing skills at high-level executive and end-user level; Have 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, 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, as this role is global, benefits may vary according to your location.

These are some of the benefits we are delighted to offer:

  • Health care plans and benefits
  • Modern Family Benefits, including maternity, paternity, adoption and surrogacy
  • Life assurance and accident policies
  • Comprehensive pension and retirement plans
  • Access to learning and development resources
  • Your recruiter will advise you on the benefits package for your location 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.

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 Please read our Candidate Privacy Policy. Elsevier is a global information analytics business that helps institutions and professionals advance healthcare, open science and improve performance for the benefit of humanity. We help researchers make new discoveries, collaborate with their colleagues, and give them the knowledge they need to find funding. We help governments and universities evaluate and improve their research strategies. We help doctors save lives, providing insight for physicians to find the right clinical answers, and we support nurses and other healthcare professionals throughout their careers. Elsevier provides digital solutions and tools in the areas of strategic research management, R&D performance, clinical decision support, and professional education; including ScienceDirect, Scopus, SciVal, ClinicalKey and Sherpath. Elsevier publishes over 2,500 digitized journals, including The Lancet and Cell, 38,000 e-book titles and many iconic reference works, including Gray's Anatomy. Elsevier is part of RELX Group. With a wide range of technology jobs, commercial and business jobs, and graduate jobs, there is a part for everyone to play. We need talented people to help us inspire ground-breaking research. Be curious. Be challenged. Be involved. Discover Elsevier. Join us.

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