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RES0013C Requisition #

The Customer Consultant is responsible for ensuring value and use of solutions/products and for renewal & upsell revenue growth, maximizing customer retention (number of customers) at account base and understanding of researcher needs as they use our or our competitor’s solutions.


Working  together!

In order to be successful, the Customer Consultant will know everything about the life science product portfolio. You will work closely together with the Account Managers to ensure successful renewal. Close cooperation with the Customer Consultant and the Account Manager is key to drive upsell and cross-sell opportunities. Important success factors are continuous learning, team work and the sharing of knowledge and experiences between the different team members and sub regions. And you will also work closely with the Global Customer Service teams to successfully onboard new customers.

Your division/department/area/region

The Research Intelligence team focusses on addressing the needs of the research offices within Universities and research institutions as well as answering keys decision-makers questions from funding bodies and governmental organizations. The key solutions that we are selling are SciVal, SciVal Analytics, Pure and Scopus for various use cases. This is a rapidly growing market in which the prospects are gradually gaining more experience and interest. Competition is present but Elsevier‘s solutions are superior and more comprehensive, providing us with an edge when trying to fulfill our prospects wishes. The European SciVal team works with a good team spirit, collaborates and likes to keep each other sharp: you will be highly supported in your endeavors but also challenged as we always try to do better. Hard work and passion will be your daily way of life and you will bring your stone to the edifice. A place to be successful.

More info about the products can be found via: http://www.elsevier.com/online-tools/research-intelligence

You will report to the Regional Account Director Europe – Research Intelligence based in Amsterdam and the position needs to be based in Amsterdam.

Your responsibilities
  • Identify new contacts and product users. Turn them into product advocates.
  • Continuously analyze accounts to identify up-sell opportunities in order to grow total revenue base, and pro-actively work with the Account Manager to close them by providing technical product expertise.
  • Expand portfolio sales opportunities from primary academic to adjacent market segments-corporate, government, economic development orgs. etc.
  • Take lead in coordination of product, academic relations, marketing, and other Elsevier internal teams in client interactions where required on complex engagements to ensure renewals and drive upsells.
  • Focused on renewal growth (so retention and price uplift)
  • Own the post-sales & implementation process so there is a successful adoption at customers
  • Coordinate to ensure delivery of monthly usage reporting by central Usage team to key customers (including trend analyses)
  • Demonstrate all solutions in portfolio to expert end-users and explain ongoing value to senior leadership, at a feature level comparison against all competitors.
  • Trusted advisor to the customer – in-depth knowledge of the full lifecycle and major economic and policy issues driving university behavior and needs.
  • Understanding national and international landscape of research universities and global competition drivers
What you should bring
  • University degree
  • Are able to resolve technical issues or questions quickly and effectively.
  • Encourage cooperation between all members of the team.
  • Project management skills
  • Understand statistics and posses strong analytical skills
  • Researcher background (can be in academia) in specific domain
  • Background in customer engagement and driving customer adoption (minimum of 2 years)
  • Fluency in English
  • Experienced in working in an international matrixed organization
  • Frequent travel required (50%)

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