Customer Success Manager
Would you like to support educators with digital product training and optimization?
Do you enjoy being part of a team that collaborates to deliver success and build customer relationships?
About Our Team
The Customer Success team is responsible for providing excellent onboarding & support. We ensure the renewal of accounts through high faculty satisfaction and product optimization. The Customer Success team is highly collaborative, cross-functional, and uses Agile principles.
About The Role
As a Customer Success Manager, you will provide faculty product consultation, training, and ongoing support. Excellent onboarding and support to ensure product optimization and the renewal of accounts through high faculty satisfaction. Our customers are Nursing and Allied Health programs at universities and colleges.
Responsibilities
- Provide faculty with onboarding, in-depth training, and consultation on best practices to achieve product optimization
- Guide faculty through varying customer journeys
- Provide proactive outreach and support
- Respond effectively to inbound customer inquiries and concerns
- Monitor produce usage to identify intervention opportunities
- Identify churn risks and upsell opportunities for sales team
- Serve as a product expert by staying up to date on product offerings
- Document faculty interactions and market feedback
Requirements
- Have prior experience in education, training, sales, support, communications field, or digital media/communications
- Have experience solving complex problems, demonstrating attention to detail, and researching technical issues
- Possess excellent organizational skills and a high attention to detail
- Demonstrate strong verbal, written and presentation skills
- Demonstrate proficiency with Microsoft Office (Word, Outlook, Excel, PowerPoint are required).
Work in a way that works for you
We promote a healthy work/life balance across the organization. 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
Benefits
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.