Customer Success Manager
| Company | RELX |
|---|---|
| Location | Toronto, ON, Canada |
| Salary | $Not Provided – $Not Provided |
| Type | Full-Time |
| Degrees | Bachelor’s |
| Experience Level | Mid Level, Senior |
Requirements
- Have a secondary education from an accredited university or equivalent, relevant experience to the role. (Background in customer engagement and driving customer adoption.)
- Have a 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. This includes to both 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. This includes Microsoft Product Suite fluency.
- Able to Influence at high-level. Including the executive and end-user level.
Responsibilities
- Managing customer relationships to become a trusted partner. Developing new (influential) relationships, identifying and nurture champions. You facilitate product development by liaising between customer and product, identifying requirements in relation to organizations’ ambition. Navigating customer queries with relevant internal stakeholders.
- Driving customer satisfaction & customer success. Delivering tailored value stories (value reinforcement) and demonstrating product/services ROI.
- Supporting Retention and Renewals. Including closing new agreements/renewals with the sales team by identifying value story, customer needs and advocates for Elsevier solutions.
- Identifying cross-sell & upsell opportunities. This includes analyzing data & understanding of customer needs and ambitions. All while adding value based on experience.
- Conducting customer training in a scalable way. Ensuring that all digital & face-to-face training is fulfilling a need with the customer/audience. This includes both demonstrations of products as well as workshops.
- Working cross functionally. sharing experiences across customer facing teams and the greater Elsevier organization. Sharing success stories and ensure value proposition is clearly communicated and understood.
Preferred Qualifications
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No preferred qualifications provided.