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Customer Engagement Analyst

📁
Customer Services - Support & Training
💼
Elsevier
📅
CLI000PS Requisition #

Your new challenge!

Are you an experienced Customer Success Consultant with a proven track record of maximizing customer satisfaction? Are you eager to act as a trusted advisor to the customer, ensuring the customer adopts, uses and gets maximum value from our solutions?   Our Customer Engagement Analyst vacancy can be your next challenge!


Working Together

This is a role where you will have direct customer engagement. It is a consultative role that is seeking an ideal candidate with a background in software training and implementation.  Experience working with software in a healthcare space is a plus.


The Role


The Customer 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 success and provide implementation project management services for new customers. The Engagement Analyst will be assigned a specific customer base and will work with other internal teams to support the client’s goals and objectives.


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


This position is based in Alpharetta, GA


Your responsibilities


Training


Provide product education for multiple products and be viewed by customer as “expert” on those products 

Conduct WebEx presentations for product education. 

Conduct onsite customer presentations, training, and engagement sessions.


Implementation


Manage the implementation project life cycle for 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.


Customer Engagement


Provide product education and engagement assistance for assigned customers.

Effectively manage responses to product-related questions 

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.

Act as a client's liaison and collaborate across teams to advocate needs to ensure customer success

Conduct and facilitate periodic meetings with customers to evaluate customer use of product, further engage customer with licensed products, and manage customer relationship.

Share best practice suggestions with customer to help them successfully measure their program’s success.

Maintain constant communication with clients and actively work to improve the quality of each client's service

Travel approximately 25% as required


Qualifications


What you should bring


Bachelor’s Degree in business, Computer Technologies, or other related area.

Minimum of 3 – 5 years of demonstrated customer account management, project management, training and/or implementation experience with software solutions.

Preferred minimum of 3 – 5 years of training, customer success or direct care experience in healthcare.

Proficient in all Microsoft office applications including Word, Excel, and PowerPoint. Able to quickly learn new software programs.   


What we offer


We welcome you to a truly global, dynamic and challenging environment with great opportunities to develop yourself. Elsevier’s benefits are very competitive and the summary below will give you an idea of the kind of things you can expect when joining Elsevier in the United States.


A competitive base salary

Flexible working arrangements

Full benefits package, including:

Insurance: Health, Dental, Life, Accident, Pet etc.

Retirement: 401(K) plan, including a company match and Employee Stock Purchase

Disability: Long-term, short-term

Work / Life balance: Volunteer programs, Tuition and Adoption Assistance

Paid Vacation, Personal and Sick days as well as paid holidays

For additional information, please inquire


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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