Customer Success Manager, Interfolio

Are you experienced in Customer Engagement and Adoption?

Do you love managing customer relationships?

About our Team

The Customer Success team helps shape the overall customer experience and product use direction. Our Success Managers become trusted advisors to our customers and product experts on our faculty information management software. In partnership with Elsevier, Interfolio accelerates support for higher education institutions, academic researchers, and funders. To learn more about Interfolio please visit this link Interfolio (https://www.interfolio.com/?utm_source=press_release&utm_medium=partner-site&utm_campaign=elsevier) .

About the Role

Customer Success Managers are the go-to contact post-sales for the customer. They are responsible for onboarding, enablement and value realization for Solutions or Research Sales. They are expected to be fluent in their respective portfolios. Coordinating closely with Account Managers, Account Support, and all other support functions. Ensuring strategic goals are met within the account. In some product sets, they'll coordinate with a team for technical onboarding. Then serving as their main contact post-implementation, through to renewal.

Responsibilities

• Completing Sales. After sales are closed, participating in hand-off meetings with Account Managers. Verifying outcomes established during the sales cycle, defining role, and reviewing any related information on the opportunity. Ensuring all data in CRM is accurate.

• Engaging post-sale with customer stakeholder team. Determining product goals and setting up meetings/contact cadences to support emerging needs. Supporting adoption, health metrics, and perception of product across the institution. (Discussed and tracked-Refreshing CRM with current information. (From trainings and customer conversations). Identifying opportunities for cross and up sell, informing the sales team of updates before renewal activities begin.

• Managing customer relationships to become a trusted partner. Developing new (influential)relationships, identify and nurture champions, and facilitate product development. Liaising between customer and product. Identifying requirements in relation to the organizations’ ambition. Navigating customer queries with relevant internal stakeholders.

• Driving customer satisfaction and customer success. Delivering tailored value stories (value reinforcement) and demonstrating product/services return on investment.

• Facilitating retention and Renewals. Supporting closing new agreements/renewals with the sales team by identifying value story, customer needs and advocating for Elsevier solutions.

• Identifying Cross-sell and upsell opportunities. Analyzing data and understanding the customer needs and ambitions (value story.) Adding value based on experience.

• Conducting customer training in a scalable way. Ensuring all digital and face to face training is fulfilling a need with the customer/audience. Including both demonstrations of products and with workshops.

• Working cross functionally. Sharing experiences across customer facing teams and Elsevier's greater organization. Sharing success stories and ensuring value proposition is clearly communicated and understood.

Requirements

• Have an accredited secondary Education. Coupled with a background in customer engagement and driving customer adoption.

• Experience with CRM and proficiency with the Microsoft product suite.

• Experience and knowledge in Publishing and SaaS are highly valued.

• Experience with products in product portfolio, or similar products.

• Display exceptional communication skills, including fluency in English.

• Display problem-solving, project management and influences skills. (High-level executive and end-user level).

• Experience in engaging (virtual and face-to-face)presentation skills to large and small audiences. Including comfortability working within international matrixed organizations.

• Have fluency with technology. Ability to troubleshoot with relevant product. Coupled with basic/generic knowledge of wider Elsevier portfolio.

Work in a way that works for you

We promote a healthy work/life balance across the organisation. We offer an appealing working prospect for our people. With numerous wellbeing initiatives, shared parental leave, study assistance and sabbaticals, we will help you meet your immediate responsibilities and your long-term goals.

• Working flexible hours - flexing the times when you work in the day to help you fit everything in and work when you are the most productive

Working for you

We know that your wellbeing and happiness are key to a long and successful career. These are some of the benefits we are delighted to offer:

• Health Benefits: Comprehensive, multi-carrier program for medical, dental and vision benefits

• Retirement Benefits: 401(k) with match and an Employee Share Purchase Plan

• Wellbeing: Wellness platform with incentives, Headspace app subscription, Employee Assistance and Time-off Programs

• Short-and-Long Term Disability, Life and Accidental Death Insurance, Critical Illness, and Hospital Indemnity

• Family Benefits, including bonding and family care leaves, adoption and surrogacy benefits.

• Health Savings, Health Care, Dependent Care and Commuter Spending Accounts

• Up to two days of paid leave each to participate in Employee Resource Groups and to volunteer with your charity of choice.

About the Business

A global leader in information and analytics, we help researchers and healthcare professionals advance science and improve health outcomes for the benefit of society. Building on our publishing heritage, we combine quality information and vast data sets with analytics to support visionary science and research, health education and interactive learning, as well as exceptional healthcare and clinical practice. At Elsevier, your work contributes to the world’s grand challenges and a more sustainable future. We harness innovative technologies to support science and healthcare to partner for a better world.

Salary Range

To be added when data can be disclosed.

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. We are committed to providing a fair and accessible hiring process. If you have a disability or other need that requires accommodation or adjustment, please let us know by completing our Applicant Request Support Form: https://forms.office.com/r/eVgFxjLmAK , or please contact 1-855-833-5120.

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In short, we enable our customers to make better decisions, get better results and be more productive.