Customer Success Manager

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Purpose of the Job
The Customer Success Manager - LatAm is the go-to contact post-sales for a customer, as such, they are responsible for the onboarding, enablement and value realization for Solutions or Research Sales and are expected to be fluent in the respective portfolios. They coordinate closely with Account Managers, Account Support, and all other support functions to ensure strategic goals are met within the account. In some product sets, they will coordinate with a team for technical onboarding, but will then become the main POC post implementation and through to renewal.

Purpose of the Job
The Customer Success Manager - LatAm is the go-to contact post-sales for a customer, as such, they are responsible for the onboarding, enablement and value realization for Solutions or Research Sales and are expected to be fluent in the respective portfolios. They coordinate closely with Account Managers, Account Support, and all other support functions to ensure strategic goals are met within the account. In some product sets, they will coordinate with a team for technical onboarding, but will then become the main POC post implementation and through to renewal.
The Customer Success Manager (CSM) is focused on customer engagement and their success and satisfaction in adapting our Elsevier solutions. The CSM should become the trusted advisor for the customer while protecting the revenue base and revealing upsell and cross sell opportunities.
The main role of a CSM is to ensure value and use of solutions/products to enable successful product adoption, continually improve customer satisfaction, and maximize success outcomes for customers. Their focus is on customer retention, renewal growth and identifying any upsell/cross selling opportunities with the support of trainer, implementation, and consultant functions.

• Sales: After sales are closed, participate in hand-off meetings with Account Managers to verify outcomes established during the sales cycle, define role, and review any related information on the opportunity in CRM.
• Post-sales: With customer stakeholder team, determine product goals and set up a meeting / contact cadence in which emerging needs and support, adoption and health metrics, and perception of product across the institution are discussed and tracked. Refresh CRM with current stakeholders and information from trainings and periodic customer conversations to identify opportunities for cross and up sell and inform Sales team of updates before renewal activities begin.
  

Key Result Areas / Primary Accountabilities

• Manage customer relationships to become a trusted partner - Develop new (influential) relationships - identify and nurture champions - facilitate product development through liaising between customer and product – identify requirements in relation to organizations’ ambition - navigate customer queries with relevant internal stakeholders.
• Drive customer satisfaction & customer success - Delivering tailored value stories (value reinforcement) - Demonstrating product/services ROI.
• Retention and Renewal - Supporting closing new agreements/renewals with Sales team by identifying value story, customer needs and advocates for Elsevier solutions.
• Identify Cross-sell & upsell opportunities - Analyzing data & understanding of customer needs and ambitions (value story) while adding value based on experience.
• Conduct Customer training in a scalable way - Ensure that all digital & f2f training is fulfilling a need with the customer/audience; this includes both demonstrations of products as well as workshops.
• Work cross functionally – Share experiences across customer facing teams as well as the greater Elsevier organization to share success stories and ensure value proposition is clearly communicated and understood.
  

Qualifications – (education, Competencies, Skills, Experience)

• University degree
• Background in customer engagement and driving customer adoption
• Publishing background or SaaS a plus
• Experience with products in product portfolio, or else similar products
• Background in customer engagement and driving customer adoption a plus
• Fluency in English and Portuguese, Spanish a plus
• Comfortable working in an international matrixed organization
• Self-starter, organized, has initiative and strong problem-solving skills
• Project management skills
• Strong, engaging (virtual and f2f) presentation skills to large and small audiences
• Fluency with technology, ability to trouble shoot and relevant product and basic/generic knowledge of wider Elsevier portfolio
• Influencing skills: at high-level executive and end-user level
• MS Product Suite fluency

Seniority level

• Seniority level Entry level

Employment type

• Employment type Full-time

Job function

• Job function Other
• Industries IT Services and IT Consulting

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