Customer Success Manager

3 weeks ago

Sydney, Australia Elsevier Full time

Customer Success Manager

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

Do you enjoy being part of team that collaborates to deliver cutting-edge health solutions?

About our Team

Elsevier Health applies innovation, facilitates insights, and helps drive more informed decision-making for our customers across global health. We support health providers and health educators by providing accessible, trusted evidence-based information; prepare more medical and nursing students with effective tools and resources; provide insights that help clinicians improve patient outcomes; and supports a more personalized and localised healthcare experience. All for the benefit of every patient.

About the Role

The role is responsible for implementing retention and engagement strategies of assigned customer accounts, including the implementation of customer success plans to ensure usage growth within Elsevier's core B2B customers across Australia and New Zealand. This includes developing and maintaining strong relationships with customers by providing education, training, and other engagement approaches that will drive product adoption and usage and result in higher customer trial conversion, renewal, and retention rates.

This is a permanent full-time role based in Sydney, with the possibility of combined home/office-based arrangements to ensure a flexible work-life balance. Occasional interstate and international travel required.

**Responsibilities**:

- Positioning Elsevier as the leading resource provider by developing customer engagement strategies.
- Developing online user support tools to drive product usage and customer engagement for new and existing customers.
- Reporting product usage stats to renewal/account managers, identifying accounts that require attention.
- Utilising metrics/KPIs to track the effectiveness of engagement programs and strategies.
- Building knowledge of e-products and being proficient in training delivery and presentations.
- Engaging customers through education, training, and other approaches to increase product adoption and retention.

**Requirements**:

- Experience in engaging customers through education, training, and other approaches to increase product adoption and retention.
- Be knowledgeable in specific industries such as clinical, medical, health, education or pharma.
- Have a track record of delivering successful customer retention or education programs
- Experience with strategic and tactical sales training methodologies
- Customer-focused, build credibility quickly with a diverse range of customers colleagues and stakeholders.
- Excellent presentation and communication skills particularly in training and education situations
- Able to build relationships effectively at all levels

Work in a way that works for you

We promote a healthy work/life balance across the organisation. We offer an appealing working prospects 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.

What’s in it for you?

We welcome you to a truly global, dynamic and challenging environment with excellent development opportunities. Elsevier’s benefits are very competitive and the below summary will give you an idea of what you can expect when joining Elsevier in Australia:

- A competitive base salary, plus superannuation
- A strategic position at a global leader in health information and analytics services
- An international, diverse, inclusive and purpose-driven environment
- A psychologically safe working environment with a strong focus on well-being
- Flexible working conditions to ensure a healthy work-life balance
- A dynamic and varied role in a supportive and successful team
- A focus on your growth through training, coaching and mentorship opportunities
- All key equipment provided (including apps, services, laptop and phone)
- Local and global networking communities to share knowledge and best practice
- Your birthday is a bonus holiday every year
- Various social responsibility programs, channelling knowledge and strengths to help communities around the world improve education, science, healthcare and environment protection

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. 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.
- Elsevier is an equal opportunity employer: qua

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