Customer Success Manager
Do you like to manage accounts to ensure high Customer satisfaction and renewal of accounts?
Do you enjoy being part of a team that collaborates to deliver success?
About our Team
The Customer Success team is responsible for providing excellent onboarding & support to help close new business. We ensure the renewal of accounts through high Customer satisfaction. The Customer Success team is highly collaborative, cross-functional, and uses Agile principles.
About the Role
As a Customer Success Manager, you will provide Customer product consultation, training, ongoing support & account management. Excellent onboarding and support help close new business and ensure the renewal of accounts through high Customer satisfaction.
Responsibilities
Understand customer goals and challenges and create a long-term plan to build deep, mutually beneficial relations with Elsevier's existing Health customers in India.
Create a smooth onboarding journey for customers, including, information sharing, trainings, engagement activities and product support.
Support customers on an on-going basis to derive maximum value from our solutions. Engage end-users in a productive manner.
Drive product awareness, adoption, high usage and customer advocacy.
Support renewal discussions to help drive renewal wins.
Support data requests and business cases to support the renewal conversation.
Support the business by identifying customer and market challenges early. Create and execute mitigation plans in response.
Create the renewals business strategy and plan for the territory.
Drive Thought Leadership and industry positioning for Elsevier
Support new business growth by participating in solution trials, product support and customer engagement
Requirements
Have undergraduate degree in health sciences or related fields.
Have 5+ years' experience in a related role.
Need experience in end-user education, training, sales and/or sales support
Experience in teaching, tutoring, or designing courses is an advantage
Experience researching and troubleshooting complex technical issues
Experience in nursing/medical is an advantage.
Strong customer management, customer relations skills
Work in a way that works for you
We promote a healthy work/life balance across the organisation. With an average length of service of 9 years, we are confident that we offer an appealing working prospect for our people. With numerous wellbeing initiatives, family leave and tuition reimbursement, we will help you meet your immediate responsibilities and long-term goals.
Working with us
We are an equal opportunity employer with a commitment to help you succeed. Here, you will find an inclusive, agile, collaborative, innovative and fun environment, where everyone has a part to play. Regardless of the team you join, we promote a diverse environment with co-workers who are passionate about what they do, and how they do it.
At Elsevier, 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:
Group Health Insurance Policy (covering self and family)
Group Life insurance/accident policy
Generous long-service awards
New Baby gift
Subsidised food provided (applies to India- Chennai)
Casual Leave, Sick Leave, Privilege Leave, Compassionate Leave, Special Sick Leave, Gazetted Public Holiday and Maternity/Paternity Leave
Free Transport provided to and from the office (applies to India-Chennai)
About Us
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.
Join Us
PURPOSEFUL WORK
When you work with us, your work matters. You are part of an organization that nurtures your curiosity to stimulate innovation for the communities that we serve.
GROWING EVERY DAY
Like the communities we serve, you are on a constant path of discovery to shape your career and personal development.
COLLEAGUES WHO CARE
You will be part of the Elsevier family. We will support your well-being and provide the flexibility you need to thrive at work and home.
Together, we create possibilities.
Join us
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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: https://forms.office.com/r/eVgFxjLmAK , or please contact 1-855-833-5120.
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