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Strategic Relationship Manager
2 semanas atrás
The Customer Success Manager plays a pivotal role in ensuring the successful adoption and utilization of our solutions.
This includes coordinating closely with Account Managers, Account Support, and other support functions to meet strategic goals within the account. In some cases, they will work with a team for technical onboarding, but ultimately become the primary point of contact post-implementation and through to renewal.
As the trusted advisor for the customer, the CSM must balance protecting the revenue base while identifying opportunities for upsell and cross-sell. To achieve this, they focus on customer engagement, retention, and satisfaction, continually improving these outcomes through effective communication and problem-solving skills.
The main responsibilities of a CSM include:
- Managing customer relationships to develop new influential relationships and nurture champions
- Facilitating product development by liaising between the customer and product teams
- Identifying requirements based on the organization's ambitions and navigating customer queries with relevant internal stakeholders
- Driving customer satisfaction and success through delivering tailored value stories and demonstrating product/services ROI
- Retention and Renewal: Supporting closing new agreements/renewals with the Sales team by identifying value story, customer needs, and advocates for Elsevier solutions
- Identifying Cross-sell & Upsell opportunities by analyzing data and understanding customer needs and ambitions
- Conducting Customer training in a scalable way by ensuring that all digital & f2f training is fulfilling a need with the customer/audience
Key qualifications for this role include:
- University degree
- Background in customer engagement and driving customer adoption
- Publishing background or SaaS experience a plus
- Experience with products in the portfolio, or similar products
- 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 presentation skills to large and small audiences
- Fluency with technology, ability to trouble shoot and relevant product and basic/generic knowledge of the wider portfolio
- Influencing skills at high-level executive and end-user level
- MS Product Suite fluency
We are seeking a highly skilled and motivated individual to join our team as a Customer Success Manager. If you have a passion for customer engagement and a proven track record of driving customer adoption, we encourage you to apply.
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