Senior Customer Success Manager
Easyship
Customer Success Manager
RELX
full-time
Posted on:
Location Type: Office
Location: Arizona, Colorado, Idaho, Nevada, New Mexico • 🇺🇸 United States
Visit company websiteJob Level
Mid-LevelSenior
About the role
- Post-sales main contact responsible for onboarding, enablement and value realization for Solutions or Research Sales
- Coordinate closely with Account Managers, Account Support, and other support functions
- Serve as main contact post-implementation through to renewals, focusing on customer engagement and satisfaction
- Protect revenue base and identify upsell and cross-sell opportunities
- Ensure product adoption and maximize customer success outcomes
- Manage customer relationships, develop champions and influential relationships
- Liaise between customer and product to facilitate product development and identify requirements
- Navigate customer queries with internal stakeholders
- Deliver tailored value stories and demonstrate product/services ROI
- Support retention and renewals, including closing new agreements with the sales team
- Identify cross-sell and upsell opportunities through data analysis and customer insight
- Conduct customer training (digital and face-to-face), including demonstrations and workshops
- Work cross-functionally, share success stories and communicate value proposition across Elsevier
Requirements
- Have a university degree/secondary education from an accredited university or equivalent, relevant experience to the role
- Background in customer engagement and driving customer adoption
- Publishing background with SaaS experience is valued
- Experience with products in product portfolio, or else similar products
- Be fluent in English and have exceptional engagement abilities (large and small audiences, virtually and in person)
- Presenting and training included
- Able to work comfortably in an international matrixed organization
- Be a self-starter who is highly organized, has initiative and experienced problem-solving and Project management skills
- Have fluency with technology, ability to trouble shoot and relevant product and basic/generic knowledge of wider Elsevier portfolio
- Microsoft Product Suite fluency
- Able to Influence at high-level, including executive and end-user level
Benefits
- Comprehensive, multi-carrier program for medical, dental and vision benefits
- 401(k) with match and an Employee Share Purchase Plan
- 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
- Up to two days of paid leave each to participate in Employee Resource Groups and to volunteer with your charity of choice
- Shared parental leave and study assistance
- Working flexible hours
- Numerous wellbeing initiatives
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer engagementcustomer adoptiondata analysisproduct trainingproject managementproblem-solvingSaaS experienceproduct portfolio knowledgedemonstrationsworkshops
Soft skills
communicationorganizationalinfluencingself-starterinitiativeengagement abilitiesrelationship managementcross-functional collaborationcustomer success focustailored storytelling
