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Customer Engagement Analyst

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Customer Services - Support & Training
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Elsevier
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CLI000L3 Requisition #
The Engagement Analyst is responsible to help customers fully engage with their licensed products by helping to advise customers on best use of their licensed products, helping customers identify objectives and measure success, sharing best practice suggestions for further workflow engagement of their products, and supporting resolution of complex product issues. The Engagement Analyst will be a focal point for customer service, and provide implementation management services for new customers. The Engagement Analyst will be assigned a specific customer base and will work with the sales team on customer renewal and retention support. 

The successful individual will: 
  • display a willingness and ability to make accurate and timely decisions; 
  • identify and resolve problems in a timely manner; be a self-starter, innovative, with excellent organizational, interpersonal, and written communication skills; 
  • take a flexible and creative approach to solving problems; 
  • is able to foresee and avert risks; 
  • negotiate relationships across multiple teams to achieve results; accept feedback from others; 
  • takes ownership of work activities; 
  • works independently and collaboratively; 
  • and is able to communicate with all levels of management and company personnel. 

The Engagement Analyst will need the ability to work independently in various situations and find workable solutions when changes are required. 

Main Activities and Responsibilities 

Customer Engagement (40%):
Provide product education and engagement assistance for assigned customers. 
Effectively manage responses to product-related questions and be viewed by customer as ?expert? on use and implementation of supported products. 
Manage complex customer requests such as data extracts, mass assignments, lesson archives, etc. into company CRM and ensure timely resolution. 
Work with other internal teams as necessary to effectively define and complete customer requests.  
Conduct and facilitate periodic meetings with customers to evaluate customer use of product, further engage customer with licensed products, and manage customer relationship. 
Establish working relationship with customer to help secure retention and expansion of licensed products. 
Share best practice suggestions with customer to help them successfully measure their program?s success. 

Training and Implementation (40%): 
Plan, schedule and manage life cycle of implementation process of products purchased by customers. 
Conduct WebEx presentations as needed to enhance implementation of product(s). 
Conduct onsite customer presentations, training, and engagement sessions. 
Conduct WebEx presentations as needed for product education. 

Travel 30-50% as required Planning (10%): 
Prioritize and plan work activities, use time efficiently, and develop realistic action plans. 
Work to continually share knowledge and experience with the rest of the team. 

Process Improvement (10%): 
Use knowledge and experience to suggest improvements. 
Assist in the implementation of approved changes. 


Requirements:

Bachelor Degree in Business, Computer Technologies, or other related area. 
Minimum of 3 ? 5 years of demonstrated customer service and account management experience with software solutions.
Proficient in all Microsoft office applications including Word, Excel, and PowerPoint, Visio and Project. 

Preferred Skill Level:

3-5 years experience with learning management systems and knowledge of AICC/SCORM
2-3 years online training and education experience
LMS administration and operations experience

Elsevier is a global information analytics business that helps institutions and professionals progress science, advance healthcare and improve performance for the benefit of humanity. We help researchers make new discoveries, collaborate with their colleagues, and give them the knowledge they need to find funding. We help governments and universities evaluate and improve their research strategies. We help doctors save lives, providing insight for physicians to find the right clinical answers, and we support nurses and other healthcare professionals throughout their careers. 

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, more than 35,000 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. 

Elsevier employs over 7,000 people in more than 70 offices worldwide. We are an employer of choice, attracting and developing talented and creative people who thrive in a challenging and fast-paced environment. We offer an excellent compensation and benefits package as well as a real opportunity for career growth in a growing organization. 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. If a qualified individual with a disability or disabled veteran needs a reasonable accommodation to use or access our online system, that individual should please contact 1.877.734.1938 or accommodations@relx.com.

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