Customer Success Consultant

3 weeks ago

Sydney, New South Wales, Australia Elsevier Full time
Customer Success Consultant (SME)--Software Solutions

Apply locations: Taipei, Seoul, Sydney, Australia, Singapore - ELS Winsland House

Our Company

Elsevier is a global information analytics company that helps institutions and professionals progress science, advance healthcare and improve performance for the benefit of humanity. We serve the research, academic and clinical communities through the application of technology and analytics to content.

Purpose of the Job

The role of the Customer Success Consultant (SME)—Software Solutions will be to provide deeper expertise and consultative support for Elsevier customers through partnership with the Customer Success Manager (CSM) in alignment with the post sales customer journey.

Key Result Areas / Primary Accountabilities

  1. Coordinate with the CSMs and Training teams for successful adoption, configuration, and deployment of Software Solutions/Software as a Service (SaaS) Products (e.g. Pure, Interfolio).
  2. Guide Elsevier's potential and current clients through onboarding, change management and process improvement.
  3. Introduce and drive change management activities to help clients transform their processes.
  4. Demonstrate breadth and depth of knowledge in aligning Elsevier's capabilities to potential and current customers' priorities.
  5. Provide oversight and guidance for the CSM when required in terms of onboarding and implementation.
  6. Provide in-depth training on solutions when required by the Customer and/or Sales team.
  7. Assist and/or lead with customer escalations, when necessary.
  8. Spearhead internal cross functional improvement projects by educating CSM team.
  9. Understand customer use cases for Elsevier offerings.
  10. Work closely with Elsevier business units for development and design of our solutions offerings.
  11. Utilise industry knowledge to position Elsevier for the customers success.
  12. Create and build on knowledge management solutions related to SaaS products.
  13. Act as a trusted advisor by supporting a CSM as appropriate.

Qualifications – (education, competencies, skills, experience)

  1. University degree.
  2. Strong knowledge of Elsevier SaaS products.
  3. Solid background in relevant field of expertise.
  4. In-depth understanding of our Elsevier A&G customers.
  5. Advanced consultative sales and customer success skills.
  6. Excellent analytical, presentation and communication skills.
  7. Experience in building influential networks within customers' organizations.
  8. Background or proven interest in customer engagement.
  9. Experienced in working in an international matrix organisation.
  10. Strong communication (verbal and written) skills in English; additional languages a plus.
  11. A passion to get the maximum satisfaction of your customers.

Work in a way that works for you

We promote a healthy work/life balance across the organisation. We offer flexible working hours.

Working 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.
  • Long-Service Award.
  • Marriage and New Baby Gifts.
  • Festivals and Birthday Gifts.
  • Annual Medical Check-up.

About the Business

A global leader in information and analytics, we help researchers and healthcare professionals advance science and improve health outcomes for the benefit of society.

Elsevier is an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to any characteristic protected by law.

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