Customer Consultant Corporate Markets
Are you interested in a customer facing role focusing on maximizing customer satisfaction?
Eager to act as a trusted advisor to the customer, ensuring the customer adopts, uses and gets maximum value from our solutions. Our Customer Consultant (CC) position can be your next challenge!
About the Role
Through a carefully planned implementation and on boarding process the CC will ensure that the customer fully realizes the return on their investment in Elsevier content tools. Continual engagement with the customer will ensure the solutions continue to meet the needs of the client company, thereby ensuring high levels of customer satisfaction and maximizing revenue for Elsevier.
About the Team
In order to be successful, the Customer Consultant will have a deep understanding of users workflow. You will be an integral part of the corporate sales team, working closely with sales people, global customer service teams, marketing and product teams. You will report to the Regional CC Manager. This position can be based in one of our European offices or your home office.
Your responsibilities
The key products that you will support are our journals and books platform - Science Direct as well as our key bibliographic database Scopus. You might be expected to travel to your customers in the assigned region (Belgium/France/Spain).
- You are responsible for customer satisfaction of the Elsevier core products portfolio and for renewal revenue growth and maximizing customer retention;
- Drive successful implementation and adoption of the solutions at new customers in your territory by training researchers on how to get most out of the solutions they subscribe to;
- Act as a trusted advisor to the customer by providing in-depth product training, support and guidance directly aligned to the specific objectives of the customer;
- On-going monitoring of customer satisfaction to ensure increasing value and minimize attrition risk;
- Systematically monitor and analyse usage reporting with key customers (including trend analyses);
- Ensure successful implementation and adoption of solutions at customers; ensure delivery of appropriate training in line with the customer engagement plans;
- Identify, support and develop champions and advocates within the customer environment. Ensure that they communicate the impact our solutions on the research outcomes;
- Trusted consultant to the customer – in-depth knowledge of their research workflow and how they can incorporate our solutions to positively impact out their research outcomes;
- Help to improve product and solutions by giving feedback and getting involved in the product development process.
What you should bring
- A passion for driving customer success, enthusiasm and energy;
- Experience working with research tools;
- Experience in working in an international matrix organisation, navigating both internal and external stakeholders;
- Master's degree and/or researcher background;
- Strong communication and presentation skills (both oral, online as written);
- Teamwork and interpersonal skills as well as self starting skills;
- Fluency in English. Mastery of French is beneficial;
- Business travel will be required (20%).
What we offer
We welcome you to a truly global, dynamic and challenging environment with great opportunities to develop yourself. Elsevier’s benefits are very competitive.
Variable Compensation
- Competitive base salary;
- Variable compensation driven by total revenue performance vs. targets for the year;
- Generous bonus plan;
- Medical and pension benefits (home location dependent);
- Fully expensed travel.
Trainings
- Access to a vast array of career development resources including:
- Defined and tailored Learning Path;
- World of the Researcher training;
- Numerous training, coaching and e-learning modules for long term job opportunities and development.
Work in a way that works for you
We promote a healthy work/life balance across the organisation. We offer an appealing working prospect 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.
- Working flexible hours - flexing the times when you work in the day to help you fit everything in and work when you are the most productive
Working for you
We know that your wellbeing and happiness are key to a long and successful career, as this role is global, benefits may vary according to your location. These are some of the benefits we are delighted to offer:
Health care plans and benefits
Modern Family Benefits, including maternity, paternity, adoption and surrogacy
Life assurance and accident policies
Comprehensive pension and retirement plans
Access to learning and development resources
Your recruiter will advise you on the benefits package for your location
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.
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