Customer Consultant
2 weeks ago
Customer Consultant - Research Intelligence (RI-CC)
Are you looking for a new challenge?
Do you have experience in a customer facing role with a proven track record of maximizing customer satisfaction and retention?
Eager to act as a trusted advisor to the customer; ensuring the customer adopts, uses, and gains maximum value from our solutions?
Are you sales oriented and love science and research?
Do you have experience working within research at an academic institution?
Our Customer Consultant position for Research Intelligence (RI CC) could be your next challenge
Through a carefully planned implementation and onboarding process the RI CC will ensure that the customer fully realizes the return on their investment of Elsevier content tools & software. Continual engagement with the customer will ensure the solutions continue to meet the needs of the customer, thereby ensuring high levels of satisfaction and maximizing revenue for Elsevier.
Working Together
To be successful, the RI CC will have a deep understanding of the customer's workflow. You will be an integral part of the Sales team, working closely with Sales, global Customer Service, Marketing, and Product teams.
Your Team
Become a part of the Research Intelligence Sales Team - a group of enthusiastic professionals responsible for supporting Academic and Government institutions. Your focus will be on providing information, support, and training on Elsevier's Research Intelligence solutions such as Scopus, SciVal, Funding Institutional, and Data Monitor. You will often travel 50% or more of the time within the region.
Your responsibilities:
- Maintaining customer satisfaction and for ensuring value and use of the Elsevier's Research Intelligence solutions for renewal revenue growth and maximizing customer retention.
- Driving successful implementation and adoption of the solution portfolio in your territory.
- Acting as a trusted advisor to the customer by providing in-depth product training, support and guidance directly aligned to the specific research workflow and customer objectives to ensure our solutions positively impact their research decisions and outcomes.
- Uncovering analyzing, and upselling opportunities at the account, plus support the account team with the preparation of tailored renewal value stories, including demonstration of product value and ROI.
- monitoring of customer to ensure increasing value and minimize attrition risk.
- Benchmarking, setting targets, and systematically monitor usage with the customer, develop an action plan where usage is not meeting targets.
- Ensuring successful implementation and adoption of solution at customers; ensure delivery of appropriate training in line with customer engagement plan.
- Identifying, supporting, and developing champions and advocates within the customer environment. Ensure that they communicate the impact our solutions on the research outcomes.
- Helping to improve product and solutions by giving feedback and getting involved in the product development process.
Our Requirements:
- Experience working within a research environment, academic or commercial is helpful.
- Have background working in a complex matrix of internal and external stakeholders.
- Have knowledge of regional or national research programs, collaboration networks and university administration are a plus; knowledge of bibliometrics is helpful.
- Have passion for customer engagement, drive, enthusiasm, and energy are a must
- Have a background in customer engagement and driving customer adoption.
- Have excellent communication, presentation (including written and virtual skills), and analytical skills.
- Have experience using complex enterprise software tools.
- have advanced Education in any science, or bioinformatics is helpful.
Work in a way that works for you:
We promote a healthy work/life balance across the organization. With an average length of service of 9 years, we are confident that we offer an appealing working prospect for our people. With numerous wellbeing initiatives, family leave and tuition reimbursement, we will help you meet your immediate responsibilities and 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 with us
We are an equal opportunity employer with a commitment to help you succeed. Here, you will find an inclusive, agile, collaborative, innovative and fun environment, where everyone has a part to play. Regardless of the team you join, we promote a diverse environment with co-workers who are passionate about what they do, and how they do it.
Working for you
At Elsevier, we know that your wellbeing and happiness are key to a long and successful career. These are some of the benefits we are delighted to offer:
- Comprehensive, multi-carrier health plan benefits
- Disability insurance
- Dependent Care and Commuter Spending Accounts
- Life and Accident Insu
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