Customer Success Manager

As a global leader in information and analytics, Elsevier helps researchers and healthcare professionals advance science and improve health outcomes for the benefit of society.

We do this by facilitating insights and critical decision-making for customers across global research and healthy ecosystems. In everything we publish, we uphold the highest standards of quality and integrity at scale to ensure value to our customers. We bring that same rigor to our analytical solutions for researchers, health professionals, institutions, and funders.

About the role and team:
Customer Success Manager represents Elsevier's commitment to being a trusted and valued partner for our customers and communities.

As a Customer Success Manager, you will be part of our E-sales team reporting to the Customer Success Manager
- Team Lead ANZ. Your key role is to foster customer loyalty by ensuring that our customers fully utilise the value of our solutions and services. 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 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.

If you are someone with strong customer relationship skills, who has a background in health, pharma, clinical, library, or education, has strong communication and presentation skills with experience in training delivery and/or customer success/support roles, then this role might interest you

This is a permanent Full-time role based in Sydney, with the possibility of combined home/office-based arrangements to have a flexible work-life balance.

Key responsibilities include:

- Develop customer engagement retention strategies aimed at positioning Elsevier as the superior source in meeting the customer’s medical and health science needs.
- Develop an engagement program/customer success plan to support the implementation of an engagement strategy for new and existing customers.
- Develop online user support tools to drive product usage and customer engagement for existing customers. Regular tracking and monitoring of the usage statistics of various products.
- Reporting to renewal and account managers the usage statistics with identification of any accounts that need attention
- Utilise metrics/KPIs to track the effectiveness of engagement programs and strategies
- Continue to build knowledge of e-products and be proficient in training delivery and presentations

What’s in this role for you?
- An international, diverse, inclusive, and purpose-driven environment.
- A strategic position at a global leader in information and analytics services.
- A psychologically safe working environment with a strong focus on well-being.
- Great working conditions and fantastic colleagues.
- A focus on your growth through training, coaching, mentorship, and experience.
- All key tools provided (incl. apps, services, laptops, and phones).
- Your birthday is a bonus holiday every year.
- A wellness day holiday every year.

About you, specifically, you will have the following experience:

- University Degree or equivalent work experience in libraries or the health sector with demonstrated experience in training delivery and/or customer success/support roles.
- Specific industry knowledge (clinical, medical, health, education, pharma) is highly desired.
- Track record of delivering successful customer retention or education programs.
- Proven negotiation and closing skills and/or use of sales training methodologies.
- Knowledge of the Health Sciences market at the supplier, end-user, society, or institutional level would be an advantage.
- Excellent customer focus - able to build credibility quickly with a wide variety of customers and colleagues.
- Excellent presentation skills particularly in training situations.
- Knowledge of library systems, authentication options, and internet protocols would be an advantage.
- Ability to build relationships effectively at all levels.
- Excellent written and verbal communication skills.

To learn more about opportunities with Elsevier or RELX Global, join us here:
Thank you for your interest.
- 1.855.833.5120

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