Elsevier - Customer Success Manager

Roles and Responsibilities:

- Manage customer relationships and develop new influential connections, becoming a trusted partner.

- Liaise between customers and product teams to ensure the solutions align with organizational ambitions.

- Drive customer satisfaction by delivering tailored value stories and demonstrating product ROI.

- Support retention and renewals by identifying value stories, and customer needs, and advocating for Elsevier solutions.

- Identify upsell and cross-sell opportunities by analyzing data and understanding customer needs.

- Conduct scalable customer training, ensuring digital and face-to-face sessions meet customer needs.

- Work cross-functionally, sharing success stories and best practices across the organization.

Skills and Qualifications Required:

- Secondary education from an accredited university or equivalent experience.

- Background in customer engagement, adoption, and success.

- Experience with SaaS products and publishing.

- Fluency in English, with strong presentation and engagement skills for both small and large audiences.

- Ability to work in an international matrixed environment.

- Self-starter with strong organizational, problem-solving, and project management skills.

- Proficiency in technology and Microsoft Product Suite.

- Ability to influence high-level stakeholders, including executives and end-users