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Customer Consultant

RES0012V Requisition #

“Lead the way in advancing science, technology and health.”
Customer Consultant, Engineering (ANZ and JAPAN)
Who are we?
Elsevier is a global information analytics business that helps institutions and professionals advance healthcare, open science and improve performance for the benefit of humanity. Elsevier provides digital solutions and tools in the areas of strategic research management, R&D performance, clinical decision support and professional education, including ScienceDirect, Scopus,SciVal, ClinicalKey and Sherpath.
Elsevier publishes over 2,500 digitized journals, including The Lancet and Cell, 38,000 e-book titles and many iconic reference works, including Gray’s Anatomy. Elsevier is part of RELX Group, a global provider of information and analytics for professionals and business customers across industries. www.elsevier.com
As a Customer Consultant, Engineering (ANZ and JAPAN), you will;
  • Be empowering customers through delivery value of Elsevier's Engineering Solutions & constant engagements and education of Elsevier's Leading Research Platform, Engineering Village, Knovel & Geofacets. Partnering with customers to achieve it through successful collaboration and implementation of solution, trainings, support and guidance.
  • Be accountable for renewal revenue and increase growth through cross sell and upsell opportunities at the account level; drive customer retention and renewal uplift through support activities such as: preparation of tailored  value stories to support renewals and upsellling by demonstrating the product value and return of investment of Elsevier Engineering Solutions
  • work closely with Account Managemnet, Engineering Solutions Sales, and Regional Marketing teams in driving the value of Engineering Solutions in the mature markets of Australia and New Zealand, and Japan to deliver revenue growth for the portfolio.  Such activities include customer visitations, participation in customers'  activites or Elsevier organized events, development and presentation of value stories to customers
  • demonstrate initiative, work as a team with minimal supervision and proactively seek out opportunities to enhance overall customer engagement effectiveness. He/She will also take ownership of specific projects and will need to apply strategic, innovative thinking to contribute to the achievement of business goals
We’d love to talk … as Elsevier is the place to for YOU …
Key responsibilities include; 
  • Revenue Growth and Maintenance
    • Create and execute on the solution/product penetration plan in territory. Align territory and account solution portfolio plan with holistic territory/account plan.
    • Develop a strong understanding of competitor landscape and be able to successfully position against these
    • On-going customer engagement, monitoring customer value to ensure renewal growth and minimise attrition risk
    • Support account team in the demonstration of solutions value and ROI in support of renewal negotiations. Together with AM, prepare tailored customer value stories to support renewal negotiations
    • Focused on total renewal growth (ie retention and price uplift)
    • Provide constructive challenge to forecasts.
    • Uncover up-sell or cross-sell opportunities in order to grow total revenue base, pro-actively working with AM and SSM in the maturing of these opportunities
  • Customer Engagement
    • Align the specific solution engagement plan for the Solution portfolio with the holistic customer engagement plan owned by the account manager
    • Own the post-sales process for the solution portfolio (namely Knovel, Engineering Village and Geofacets)
    • Ensure successful implementation and adoption of solution at customers; ensure delivery of appropriate training (self, via 3rd parties, via on-line offerings) in line with customer engagement plan. Coordinate with global Customer Support team (Operations) on technical support and health checks
    • Identify new contacts and product users. Turn them into product advocates.
  • Usage Reporting and Compliance
    • Systematically monitor and analyze usage at customer level against targets, develop mitigating actions where usage is not meeting both customer and company expectations
    • Coordinate to ensure delivery of monthly usage reporting to customers including trend analysis
    • Develop and present value stories to both internal stakeholders and customers
  • Build, maintain and share in-depth knowledge
    • Can demonstrate all solutions in portfolio to expert end-users, at a feature level comparison against all competitors.
    • Trusted advisor to the customer – in-depth knowledge of their very specific application/research workflow and how they extract value from our solutions
    • Stay abreast of development in field and market segment, and share with Elsevier. Active thought-leader in the domain in the specific territory
    • Provide customer feedback to product and marketing teams and plans to help direct marketing efforts in meeting strategic sales objectives
    • Build network with a given customer – look for additional groups that would benefit from product and get them on to use
To be successful, you’ll bring with you;
Independent, Meticulous and stong with analytics intepretation.
Min 3 years related working experience with a strong background in sales & marketing
Successful track record in customer engagement and driving customer adoption (minimum of 2 years)
Mandatory in spoken and written English, fluency in spoken Japanese an advantageSystem knowledge: Excel (advanced /professional level), PowerPoint, Oracle, CRM (preferred)
Willingness/Readiness to travel 30% of the time annually
Expertise to program manage complex matrix of internal and external stakeholders
Subscription Business Model (corporate engineering sales or academia) experience
Experience working with Sales Force

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