Customer Success Manager
Elsevier.com
Office
Shanghai (Tianshan
Full Time
Purpose of the Job
Customer Success Managers are the go-to contact post-sales for a customer, as such, they are responsible for the onboarding, enablement and value realization for Solutions 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 within the account.
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.
Pre-Sales：Working with Account Managers to engage with KOLs, end users and librarians to improve product and service value recognition to improve conversion rate.
Sales: After sales are closed, participate in hand-off meetings with Account Managers 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.
Key Result Areas / Primary Accountabilities
Manage customer relationships to become a trusted partner - Develop new (influential) relationships - identify and nurture champions - facilitate product development through liaising between customer and product – identify requirements in relation to organizations’ ambition - navigate customer queries with relevant internal stakeholders.
Drive 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.
Identify Cross-sell & upsell opportunities - Analyzing data & understanding of customer needs and ambitions (value story) while adding value based on experience.
Conduct Customer training in a scalable way - Ensure that all digital & f2f training is fulfilling a need with the customer/audience; this includes both demonstrations of products as well as clinical research related workshops.
Work cross functionally – Share 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.
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Doctor degree in Medicine, epidemiology specialty is a plus
Publishing background a plus
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
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