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Client Engagement Specialist

2 months ago

Guangzhou, Guangdong, China Reed Elsevier Information Technology (Beijing) Co. Ltd. Company Full time

Position Overview

As a Customer Success Manager at Reed Elsevier Information Technology (Beijing) Co. Ltd., you will play a pivotal role in delivering outstanding support to academic researchers and research institutions. Your primary objective will be to ensure their satisfaction with the adoption of our innovative products, solutions, and services. You will be responsible for resolving issues, providing effective solutions, and nurturing relationships to foster positive outcomes. Your efforts will focus on customer retention, renewal growth, and identifying opportunities for upselling and cross-selling.

Key Responsibilities

  • Enhance Product Adoption: Collaborate closely with clients, including university libraries and research offices, to conduct comprehensive product training. Organize user engagement events such as workshops and knowledge contests to promote widespread adoption and optimal usage of our offerings.
  • Establish Trustworthy Partnerships: Build enduring relationships with clients, particularly key decision-makers, by providing expert advice on enhancing academic research performance, talent cultivation, and subject development. Regular interactions through visits, meetings, and industry conferences will be essential.
  • Manage Customer Lifecycle: Oversee the post-sales journey from onboarding to renewals. Monitor customer health by assessing product usage and gathering feedback to preemptively address any attrition risks. Collaborate with the sales team to retain at-risk clients by showcasing the value of our products.
  • Identify Growth Opportunities: Engage proactively with clients to understand their evolving needs. Recognize and present new opportunities for our products and services, ensuring clients benefit from these enhancements to foster long-term satisfaction.
  • Timely Response to Customer Needs: Deliver high-quality reports on product usage upon request. Gather customer feedback on product features and work with internal teams to resolve any issues or concerns raised.

Qualifications

  • PhD in physical, medical, or life sciences with a proven research track record; Master's degrees with significant professional experience are also acceptable.
  • Strong passion for collaborating with researchers to advance science and technology.
  • Extensive experience with academic research processes in universities and institutions.
  • In-depth understanding of the needs of academic researchers in various aspects of their work.
  • Highly analytical with the ability to interpret large datasets and derive actionable insights.
  • Self-motivated, organized, and adept at problem-solving.
  • Excellent presentation skills for diverse audiences.
  • Fluency in English is essential.
  • Willingness to travel domestically and internationally up to 30% of the time.
  • A strong network within the research community is advantageous.
  • Proficiency in MS product suite; programming skills are a plus.
  • Experience in customer service, publishing, or SaaS industries is preferred but not mandatory.

Work-Life Balance

We prioritize a healthy work-life balance and offer a supportive working environment. Our initiatives include flexible working hours, numerous wellbeing programs, and generous leave policies to help you achieve both your immediate responsibilities and long-term career goals.

Employee Benefits

We are committed to your wellbeing and happiness, offering a range of benefits including:

  • Medical and Life Insurance
  • Long-Service Awards
  • Celebratory Gifts for Life Events
  • Annual Medical Check-ups
  • Flexible Benefits via CIIC Platform
  • Comprehensive Paid Time Off
  • Family Care Leave