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Customer Consultant

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Sales
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Elsevier
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RES00101 Requisition #
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Customer Consultant, Spain and Greece
 

Lead the way in advancing science, technology and health

As a Customer Consultant, Core Content, Spain and Greece, you will be responsible for ensuring value and use of solutions/products and for renewal revenue growth, maximizing customer retention at account base for our core content platforms (ScienceDirect, Scopus, Mendeley among the others). In your position, you will drive the company engagement with the local community of stakeholders (researchers, librarians). 

 

Your responsibilities

  • Customer engagement plan for solution/portfolio present at customer
    • Align the solution engagement plan for the specific solution/product portfolio with the holistic customer engagement plan owned by the account manager.
    • Own the post-sales process for the core content portfolio
    • 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 (in Operations)
    • Identify and build strong relationships with new contacts and product users that are highly influential in each customer organizations. Turn them into product and Elsevier advocates
  
  • 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
    • Build out network with a given customer – look for additional groups that would benefit from product and get them on to use
    • Trusted advisor to the customer – in-depth knowledge of their very specific research workflow and how they extract value from our solution
    • 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
 
  • Revenue growth
    • On-going monitoring of customer value to ensure increasing value and minimize attrition risk.
    • Systematically analyze usage at customer and regional levels against targets, develop mitigating actions where usage is not meeting objectives.
    • Support account team to demonstrate product value and ROI in support of renewal contract negotiations. Together with account manager, prepare customer specific renewal value stories for renewal negotiations
    • Focused on total renewal growth (retention and price uplift)
    • Uncover up-sell or cross-sell opportunities to grow total revenue base, and pro-actively share with account managers

What you should bring

  • Excellent communication capabilities
  • Strong analytical skills
  • Advanced use of the MS Office suite (with a specific focus on excel)
  • Self-starter, has initiative and strong problem-solving skills
  • Academic background:
    • Master degree is required
    • Ph.D. is a plus
  • Language proficiency
    • Spanish: Native or comparable to native
    • English: Excellent (C2)
  • Frequent travel required (40%)
 


 


 


 


 


 


 


 


 


 


 


 


 


 


 


 


 


 


 


 


 


 

Customer Consultant, Spain and Greece

 

 

 

Lead the way in advancing science, technology and healthAs a Customer Consultant, Core Content, Spain and Greece, you will be responsible for ensuring value and use of solutions/products and for renewal revenue growth, maximizing customer retention at account base for our core content platforms (ScienceDirect, Scopus, Mendeley among the others). In your position, you will drive the company engagement with the local community of stakeholders (researchers, librarians). 

 

 

 

Your responsibilities

 

 

  • Customer engagement plan for solution/portfolio present at customer
    • Align the solution engagement plan for the specific solution/product portfolio with the holistic customer engagement plan owned by the account manager.
    • Own the post-sales process for the core content portfolio
    • 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 (in Operations)
    • Identify and build strong relationships with new contacts and product users that are highly influential in each customer organizations. Turn them into product and Elsevier advocates

 


 

  


 

  • 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
    • Build out network with a given customer – look for additional groups that would benefit from product and get them on to use
    • Trusted advisor to the customer – in-depth knowledge of their very specific research workflow and how they extract value from our solution
    • 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


 

 


 

  • Revenue growth
    • On-going monitoring of customer value to ensure increasing value and minimize attrition risk.
    • Systematically analyze usage at customer and regional levels against targets, develop mitigating actions where usage is not meeting objectives.
    • Support account team to demonstrate product value and ROI in support of renewal contract negotiations. Together with account manager, prepare customer specific renewal value stories for renewal negotiations
    • Focused on total renewal growth (retention and price uplift)
    • Uncover up-sell or cross-sell opportunities to grow total revenue base, and pro-actively share with account managers


 

What you should bring


 

  • Excellent communication capabilities
  • Strong analytical skills
  • Advanced use of the MS Office suite (with a specific focus on excel)
  • Self-starter, has initiative and strong problem-solving skills
  • Academic background:
    • Master degree is required
    • Ph.D. is a plus
  • Language proficiency
    • Spanish: Native or comparable to native
    • English: Excellent (C2)
  • Frequent travel required (40%)


 


 


 


 


 


 


 


 


 


 


 


 


 


 


 


 


 


 


 


 


 


 


 


 


 


 


 


 


 


 


 


 


 


 


 


 


 


 


 


 


 


 


 


 


 


 


 


 


 


 


 


 


 


 


 


 


 


 


 


 


 


 


 


 


 


 


 


 


 


 


 


 


 


 


 


 


 


 


 


 


 


 


 


 


 


 


 


 


 


 


 


 


 


 


 


 


 


 


 


 


 


 


 


 


 


 


 


 


 


 


 


 


 


 


 


 


 


 


 


 


 


 


 


 


 


 


 


 


 


 


 


 


 


 


 


 


 


 


 


 


 


 


 


 


 


 


 


 


 


 


 


 


 


 


 


 


 


 


 


 


 


 


 


 


 


 


 


 


 


 


 


 


 


 


 


 


 


 


 


 


 


 


 


 


 


 


 


 


 


 


 


 


 


 


 

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