Customer Consultant

6 months ago

Sydney, Australia Elsevier Full time

Customer Consultant

Are you an experienced Customer Success Consultant with a proven track record of maximizing customer satisfaction?

Do you want to join our mission to help researchers and healthcare professionals advance science?

About our Team

About the Role

Customer Success Managers are responsible for the onboarding, enablement and value realization for Solutions or Research Sales. They coordinate closely with the account management team to ensure strategic goals are met within the account. They will coordinate with a team for technical onboarding and become main contact post implementation and through to renewal.

**Responsibilities**:
- Managing customer relationships to become a trusted partner to develop new relationships and - facilitate product development. Liaising between customer and product to identify requirements in relation to organizations’ ambition. Navigate customer queries with relevant internal stakeholders.- Driving customer satisfaction & customer success - Delivering tailored value stories (value reinforcement) - Demonstrating product/services ROI- Retention and Renewal - Supporting closing new agreements/renewals with Sales team by identifying value story, customer needs and advocates for Elsevier solutions.- Identifying cross-sell & upsell opportunities. Analyzing data & understanding of customer needs and ambitions (value story) while adding value based on experience- Conducting Customer training in a scalable way. Ensure that all digital & f2f training is fulfilling a need with the customer. This includes both demonstrations of products as well as workshops.- Sharing experiences across customer facing teams as well as the greater Elsevier organization to share success stories. Ensure value proposition is clearly communicated and understood.

**Requirements**:
- Have background in customer engagement and driving customer adoption- Experience with products in product portfolio, or else similar products. Background in publishing or SaaS.- Have background in customer engagement and driving customer adoption- Self-starter, organized, has initiative and problem-solving skills- Experience in engaging (virtual and f2f) presentation skills to large and small audiences- Be fluent with technology, ability to trouble shoot and relevant product and basic/generic knowledge of wider Elsevier portfolio- Have influencing skills: at high-level executive and end-user level

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, 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 productive

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.

Working for you

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:
Health care plans and benefits- Flexible working arrangements- Benefits for you and your family- Life assurance and accident policies- Access to learning and development resources

Your recruiter will advise you on the full benefits package for your location

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 usElsevier is an equal opportunity employer: qualified applicants are con

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