Customer Success Manager – Academic in Sydney, Australia

Are you an experienced Customer Success Advocate with a proven track record of maximizing customer satisfaction?

Do you enjoy being part of team that collaborates to deliver cutting-edge education solutions?

About our Team

Elsevier Health is a leading global provider of scientific, technical, and medical information, products and services. Our objective is to improve healthcare outcomes by providing institutions, professionals, and students with the most current information and innovative tools.

About the Role

The role is responsible for implementing engagement and upsell strategies of assigned Academic Institutions, including the implementation of customer engagement plans to ensure usage growth and renewal within Elsevier’s Academic customers across Australia and New Zealand. This includes developing and maintaining strong relationships with faculty by providing training and other engagement approaches that will drive usage, effectiveness of our solutions and result in higher customer trial conversion, upsell and retention rates.

This is a permanent full-time role based either in Sydney or Melbourne CBD with the possibility of combined home/office-based arrangements to have flexible work-life balance.

Responsibilities

• Positioning Elsevier as the leading resource provider by developing customer engagement strategies.

• Developing online user support tools to drive product usage and customer engagement for new and existing customers.

• Reporting product usage stats to renewal/account managers, identifying accounts that require attention.

• Utilizing metrics/KPIs to track the effectiveness of engagement programs and strategies.

• Building knowledge of e-products and being proficient in training delivery and presentations.

• Engaging customers through education, training, and other approaches to increase product adoption and retention.

Requirements

• Experience in engaging customers through education, training, and other approaches to increase product adoption and retention.

• Be knowledgeable in clinical, medical, health, education industries

• Have a track record of delivering successful customer retention or training programs

• Experience with strategic and tactical sales training methodologies

• Customer-focused, build credibility quickly with a diverse range of customers colleagues and stakeholders.

• Excellent presentation and communication skills particularly in training and education situations

• Able to build relationships effectively at all levels

Work in a way that works for you

We promote a healthy work/life balance across the organization. We offer appealing working prospects for our people. With numerous wellbeing initiatives, shared parental leave, study assistance and sabbaticals, we will help you meet your immediate responsibilities and your long-term goals. What’s in it for you?

We welcome you to a truly global, dynamic and challenging environment with excellent development opportunities. Elsevier’s benefits are very competitive and the below summary will give you an idea of what you can expect when joining Elsevier in Australia:

• A competitive base salary, plus superannuation

• A strategic position at a global leader in health information and analytics services

• An international, diverse, inclusive and purpose-driven environment

• A psychologically safe working environment with a strong focus on well-being

• Flexible working conditions to ensure a healthy work-life balance

• A dynamic and varied role in a supportive and successful team

• A focus on your growth through training, coaching and mentorship opportunities

• All key equipment provided (including apps, services, laptop and phone)

• Local and global networking communities to share knowledge and best practice

• Your birthday is a bonus holiday every year

• Various social responsibility programs, channeling knowledge and strengths to help communities around the world improve education, science, healthcare and environment protection

About the Business

A global leader in information and analytics, we help researchers and healthcare professionals’ advance science and improve health outcomes for the benefit of society. Building on our publishing heritage, we combine quality information and vast data sets with analytics to support visionary science and research, health education and interactive learning, as well as exceptional healthcare and clinical practice. At Elsevier, your work contributes to the world’s grand challenges and a more sustainable future. We harness innovative technologies to support science and healthcare to partner for a better world.

To learn more about opportunities with Elsevier or RELX Global, join us here:

• https://www.relx.com/careers/join-us

• https://www.elsevier.com/en-au

• https://www.elsevier.com/en-au/health

If you are passionate about education and customer engagement and meet the above requirements, we would love to hear from you.

Thank you for your interest.

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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.

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RELX is a global provider of information-based analytics and decision tools for professional and business customers, enabling them to make better decisions, get better results and be more productive.

Our purpose is to benefit society by developing products that help researchers advance scientific knowledge; doctors and nurses improve the lives of patients; lawyers promote the rule of law and achieve justice and fair results for their clients; businesses and governments prevent fraud; consumers access financial services and get fair prices on insurance; and customers learn about markets and complete transactions.

Our purpose guides our actions beyond the products that we develop. It defines us as a company. Every day across RELX our employees are inspired to undertake initiatives that make unique contributions to society and the communities in which we operate.