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Customer Success Manager
3 months ago
About the Role
As a Customer Success Manager, your goal is to provide exceptional support to academic researchers and research institutions (e.g. universities, national and provincial labs, research academies, and government entities), ensuring their satisfaction in adoption of Elsevier products, solutions and services. You will troubleshoot issues, offer solutions, and maintain relationships to drive positive outcomes. Your focus is on customer retention, renewal growth and identification of any upsell/cross selling opportunities. Your expertise will contribute to the overall success of the team and enhance good customer experience.
Responsibilities
Drive product adoption and usage by customers . Work closely with customers (incl. university libraries, schools, research offices, planning offices, international offices and other functional offices) to conduct product training in an effective and efficient way. Drive user events (incl. academic reading activities, knowledge contests, workshops) to ensure wide adoption and high usage of Elsevier products and solutions. Build long-lasting partnership with customers as a trustworthy advisor , especially with key decision makers (heads of university libraries, PIs, deans and presidents), offering advisory on key topics such as improving academic research performance(科研表现), cultivation and recruitment of research talents (人才培养), strengthening of subject development (学科建设) and university ranking, etc, leveraging the strengths of Elsevier products and solutions. Build such partnership through regular customer visits, business meetings, academic workshops, and industry conferences. Managing customer retention and renewal . Mange customer post-sales lifecycle from onboarding, training, visits, business reviews, to renewals. Keep a pulse on the health of customers by measuring product usage, gathering customer feedback, and collecting customer behaviour intelligence. Identify and early warning any attrition risks before they happen. Work closely with sales team to retain at-risk customers by building solid researcher endorsement and showcasing Elsevier product value to customers’ key decision makers. Identify upsell and cross-sell opportunities . Proactively engage with customers (incl. decision makers and end users) to understand their needs. Identify new opportunities to meet customer needs by offering Elsevier products, solutions and services. Pass solid opportunities to sales team to execute. Ensure that customers benefit from these new offerings in their work to build long-term customer satisfaction and success. Meet customer requests in time to ensure satisfaction . Provide high quality reports on product holdings and usage upon customer requests. Collect customer feedback on product features and performance, and work internally with customer service and/or product teams to tackle any issues or complaints raised by customers.Requirements
PhD in physical, medical or life sciences with strong research performance. Master’s degrees with strong professional experience also considered Passionate about working with researchers to advance science & technology Rich experience with academic research processes at universities and academic institutions Strong knowledge about the needs of academic researchers in conducting research and educational activities, applying for fundings, publishing articles, networking in academic communities, and advancing academic careers Highly analytical; be comfortable with crunching large datasets and derive insights Self-starter, organized, has initiative and strong problem-solving skills Strong presentation skills to large and small audiences English fluency is a must Up to 30% domestic and international travel Solid network with research community a strong plus MS product suite fluency; programming skills a strong plus Experience with customer service, publishing industry or any SaaS industry preferred but not requiredWork 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 productiveWorking for you
We know that your wellbeing and happiness are key to a long and successful career. These are some of the benefits we are delighted to offer
Medical and Life Insurance: Coverage for Medical and life risk.
• Long-Service Award: Recognition for loyalty and dedication.
• Marriage and New Baby Gifts: Celebratory tokens for special life events.
• Festivals and Birthday Gifts: Spreading joy on occasions that matter.
• Annual Medical Check-up: Prioritizing employee well-being through regular health check-ups.
• Flexible Benefits via CIIC Platform: Personalized benefits accessible through a user-friendly platform.
• Paid Time Off: Annual Leave, Flex Family Care Leave, Birthday Leave, Marriage Leave, Compassionate Leave, Medical and Hospitalization Leave, Examination Leave Gazetted Public Holiday
• Family Care leave (Maternity/Paternity Leave and Adoption Leave)
