Customer Success Manager
Would you like to support educators with digital product training and optimization?
Do you enjoy being part of a team that collaborates to deliver success and build customer relationships?
About our Team
The Customer Success team is responsible for providing excellent onboarding & support. We ensure the renewal of accounts through high faculty satisfaction and product optimization. The Customer Success team is highly collaborative, cross-functional, and uses Agile principles.
About the Role
As a Customer Success Manager, you will provide faculty product consultation, training, and ongoing support. Excellent onboarding and support to ensure product optimization and the renewal of accounts through high faculty satisfaction. Our customers are Nursing and Allied Health programs at universities and colleges.
Responsibilities
Provide faculty with onboarding, in-depth training, and consultation on best practices to achieve product optimization
Guide faculty through varying customer journeys
Provide proactive outreach and support
Respond effectively to inbound customer inquiries and concerns
Monitor produce usage to identify intervention opportunities
Identify churn risks and upsell opportunities for sales team
Serve as a product expert by staying up to date on product offerings
Document faculty interactions and market feedback
Requirements
Have prior experience in education, training, sales, support, communications field, or digital media/communications
Have experience solving complex problems, demonstrating attention to detail, and researching technical issues
Possess excellent organizational skills and a high attention to detail
Demonstrate strong verbal, written and presentation skills
Demonstrate proficiency with Microsoft Office (Word, Outlook, Excel, PowerPoint are required).
Work in a way that works for you
We promote a healthy work/life balance across the organization. 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 for you
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:
Health Benefits: Comprehensive, multi-carrier program for medical, dental and vision benefits
Retirement Benefits: 401(k) with match and an Employee Share Purchase Plan
Wellbeing: Wellness platform with incentives, Headspace app subscription, Employee Assistance and Time-off Programs
Short-and-Long Term Disability, Life and Accidental Death Insurance, Critical Illness, and Hospital Indemnity
Family Benefits, including bonding and family care leaves, adoption and surrogacy benefits
Health Savings, Health Care, Dependent Care and Commuter Spending Accounts
Up to two days of paid leave each to participate in Employee Resource Groups and to volunteer with your charity of choice
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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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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