Customer Success Manager Taiwan

Purpose of the Job Customer Success Managers are 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 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 ----------------------------------------------------------------------- Elsevier is 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. 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: https://forms.office.com/r/eVgFxjLmAK , or please contact 1-855-833-5120. Please read our Candidate Privacy Policy. Elsevier is a global information analytics business that helps institutions and professionals advance healthcare, open science and improve performance for the benefit of humanity. We help researchers make new discoveries, collaborate with their colleagues, and give them the knowledge they need to find funding. We help governments and universities evaluate and improve their research strategies. We help doctors save lives, providing insight for physicians to find the right clinical answers, and we support nurses and other healthcare professionals throughout their careers. Elsevier provides digital solutions and tools in the areas of strategic research management, R&D performance, clinical decision support, and professional education; including ScienceDirect, Scopus, SciVal, ClinicalKey and Sherpath. Elsevier publishes over 2,500 digitized journals, including The Lancet and Cell, 38,000 e-book titles and many iconic reference works, including Gray’s Anatomy. Elsevier is part of RELX Group. With a wide range of technology jobs, commercial and business jobs, and graduate jobs, there is a part for everyone to play. We need talented people to help us inspire ground-breaking research. Be curious. Be challenged. Be involved. Discover Elsevier. Join us. elsevier.com/about/careers