Client Engagement Specialist

7 days 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 institutions. Your primary objective will be to ensure a seamless experience with our products, solutions, and services, fostering satisfaction and loyalty among our clientele.

Key Responsibilities

  • Enhance Product Utilization: Collaborate closely with customers, including educational institutions and research facilities, to provide effective training and drive the adoption of our offerings. Organize user engagement events to promote extensive use of our products.
  • Establish Trustworthy Partnerships: Develop enduring relationships with key stakeholders, such as library directors and academic leaders, by offering strategic advice on enhancing research performance and institutional development.
  • Oversee Customer Retention: Manage the entire post-sales journey, from onboarding to renewals. Monitor customer health through usage metrics and feedback, proactively addressing any potential risks to retention.
  • Identify Growth Opportunities: Engage with clients to discern their evolving needs and present tailored solutions that align with our product offerings, ensuring long-term satisfaction and success.
  • Respond to Customer Inquiries: Deliver timely and high-quality reports and insights upon request, while addressing any concerns or feedback regarding our products.

Qualifications

  • PhD in physical, medical, or life sciences, or a Master’s degree with substantial professional experience.
  • A strong commitment to supporting researchers in advancing science and technology.
  • Extensive knowledge of academic research processes and the needs of researchers.
  • Analytical skills to interpret complex data and derive actionable insights.
  • Proactive, organized, and equipped with excellent problem-solving abilities.
  • Strong presentation skills for diverse audiences.
  • Fluency in English is essential.
  • Willingness to travel domestically and internationally up to 30% of the time.
  • A robust network within the research community is advantageous.
  • Proficiency in MS Office Suite; programming skills are a plus.
  • Experience in customer service or the publishing/SaaS industry is preferred but not mandatory.

Work Environment

We prioritize a healthy work-life balance and offer a range of benefits to support your professional and personal growth, including:

  • Flexible working hours to accommodate your productivity.
  • Comprehensive medical and life insurance coverage.
  • Recognition programs for long service and loyalty.
  • Gifts for significant life events.
  • Annual health check-ups to promote well-being.
  • Personalized benefits through our flexible benefits platform.
  • Generous paid time off policies, including various types of leave.


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