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RES00184 Requisition #

Do you have experience in a customer facing role with a proven track record of maximizing customer satisfaction? Eager to act as a trusted advisor to the customer, ensuring the customer adopts, uses and gets maximum value from our solutions. Our Customer Consultant (CC) vacancy can be your next challenge!

 

Through a carefully planned implementation and on boarding process the CC will ensure that the customer fully realizes the return on their investment in Elsevier content tools. Continual engagement with the customer will ensure the solutions continue to meet the needs of the client company, thereby ensuring high levels of customer satisfaction and maximizing revenue for Elsevier.

 
Working Together

In order to be successful, the Customer Consultant will have a deep understanding of users workflow. You will be an integral part of the sales team, working closely with sales people, global customer service teams, marketing and product teams. You will report to the Regional Sales Manager. This position can be based in one of our European offices or your home office.

 
Your division/department/area/region

The key products that you will support are our journals and books platform - Science Direct as well as our key bibliographic database Scopus. You will be expected to travel extensively throughout Germany, Austria and Switzerland.

 
Your responsibilities 
  • You are responsible for customer satisfaction and for ensuring value and use of the Elsevier core products portfolio and for renewal revenue growth and maximizing customer retention.
  • Drive successful implementation and adoption of the solution portfolio at the customers in your territory.
  • Act as a trusted advisor to the customer by providing in-depth product training, support and guidance directly aligned to the specific research workflow and objectives of the customer.
  • Uncover cross sell and upsell opportunities at the account and support the account team with the preparation of tailored renewal value stories, including demonstration of product value and ROI.
  • On-going monitoring of customer value to ensure increasing value and minimize attrition risk.
  • Bench mark and set targets and systematically monitor usage with the customer, develop mitigating actions where usage is not meeting targets.
  • Coordinate to ensure delivery of monthly usage reporting by the central Usage team to key customers (including trend analyses).
  • Ensure successful implementation and adoption of solution at customers; ensure delivery of appropriate training (self, via 3rd parties, via on-line offerings, etc) in line with customer engagement plan. Coordinate and support health checks calls with the global customer support team. 
  • Identify, support and develop champions and advocates within the customer environment. Ensure that they communicate the impact our solutions on the research outcomes.
  • Trusted consultant to the customer – in-depth knowledge of their research workflow and how they can incorporate our solution to positively impact out their research outcomes.
  • Support account team in complex, possibly long running sales processes.
  • Help to improve product and solutions by giving feedback and getting involved in the product development process.
  • Presenting/thought leadership at conferences. 
 
What you should bring 
  • University degree
  • Experience working within a research or development engineering environment.
  • Expertise to program manage complex matrix of internal and external stakeholders
  • Experience using complex enterprise software tool would be desirable.
  • Background in customer engagement and driving customer adoption
  • Experienced in working in an international matrix organisation
  • Strong communication (verbal including on-line delivery and written) and presentation skills in English and German.
  • A passion for customer engagement, drive, enthusiasm and energy
  • Expert in bibliometrics and research performance evaluation 
 

This job requires frequent travelling to diverse locations within your respective territory (60 %).

 

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.

 
Variable Compensation  
  • Competitive base salary
  • Variable compensation driven by total revenue performance vs. targets for the year.
  • Generous bonus plan.
  • Medical and pension benefits (home location dependent)
  • Fully expensed travel. 
 
Trainings 
  • Access to a vast array of career development resources including:
  • Defined and tailored Learning Path.
  • World of the Researcher training.
  • Numerous training, coaching and e-learning modules for long term job opportunities and development 


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