Elsevier

Compensation

Full Description

Job Description Enterprise Customer Success Manager Are you a skilled relationship builder with a passion for customer success? Are you a customer focused account strategist? About our Team The eCSM will collaborate with the sales and implementation team on account strategy for assigned customers, understanding the vision and strategy. This role will be responsible for providing exceptional customer engagement to ensure our customers are maximizing the value of our digital product while ensuring successful retention and usage in their program. About the Role The Enterprise Customer Success Manager (eCSM) is a relationship strategist focused on developing meaningful partnerships with our customers. The eCSM serves as a trusted adviser and customer advocate to our new and returning partnership customers. This role works closely with cross-functional teams to design and implement individualized customer success plans and strategies. This ensures the health, goals, and objectives of our customers are met, and business value is realized. Responsibilities Working closely with administrators, faculty, and students of our partnership accounts to learn and discover their needs/goals Translating the needs/goals of key stakeholders into a Customer Success plan Organizing, documenting, and refining customer data throughout the partnership Managing and taking point on issues, as the customer advocate Using teaching skills that support customer onboarding plans Conducting training with elevated customer product value driven conversations Providing customer with high-level service and develops innovative solutions to meet customers' business needs Requirements Possess prior customer success experience Be organized with exceptional time management skills and professional agility Have relational intelligence and strategic thinking ability Be a team player with a demonstrated high level of collaboration Have a strategic problem-solving mindset Be able to effectively prioritize tasks and see them through to completion Demonstrate proficiency with Microsoft Office (Excel, Outlook, PowerPoint, and Word) Work in a way that works for you: We promote a healthy work/life balance across the organization. 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 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: Health Benefits: Comprehensive, multi-carrier program for medical, dental and vision benefits Retirement Benefits: 401(k) with match and an Employee Share Purchase Plan Wellbeing: Wellness platform with incentives, Headspace app subscription, Employee Assistance and Time-off Programs Short-and-Long Term Disability, Life and Accidental Death Insurance, Critical Illness, and Hospital Indemnity Family Benefits, including bonding and family care leaves, adoption and surrogacy benefits Health Savings, Health Care, Dependent Care and Commuter Spending Accounts In addition to annual Paid Time Off, we offer up to two days of paid leave each to participate in Employee Resource Groups and to volunteer with your charity of choice 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. ----------------------------------------------------------------------- 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 or please contact 1-855-833-5120. Criminals may pose as recruiters asking for money or personal information. We never request money or banking details from job applicants. Learn more about spotting and avoiding scams here. Please read our Candidate Privacy Policy. We are 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. USA Job Seekers: EEO Know Your Rights. Elsevier is a global leader in advanced information and decision support for science and healthcare. We believe that by working together with the communities we serve, we can shape human progress to go further, happen faster, and benefit all. We support continuous discovery and uphold the highest standards of content integrity, reliability, and reproducibility so the communities we serve can advance their field of science, healthcare or innovation with confidence. By combining high-quality content with powerful analytics, we transform complexity into clarity and deliver mission-critical insights that help professionals make better decisions when it matters most. We deliver insights that help research institutions, governments, and funders achieve their goals. We help researchers discover and share knowledge, collaborate, and accelerate innovation. We help librarians provide verified, quality information to universities. We help innovators turn knowledge into new products. We help health professionals improve patient care and educators train the next generation of doctors and nurses. Connecting quality content and innovative technologies, we make progress go further and happen faster. And by championing inclusion and sustainability, we ensure progress benefits all. With 9,500 employees, over 2,300 technologists in 5 major tech hubs, and more than 60 locations across the globe, we are committed to supporting the scientific and healthcare communities around the world. We offer a diverse range of opportunities across technology, commercial, business, and early career jobs. If you are looking for a career that inspires progress in science, innovation and health, and allows you to grow every day, find your team at Elsevier. Elsevier is part of RELX Group. Let’s shape progress together. Join us. elsevier.com/about/careers