Position: Customer Success Manager – Central Eastern Europe

Location: Poland - Homebased

Languages: Polish and English, any other additional Language is a plus

About us

Elsevier is a global information analytics company that helps institutions and professionals progress science, advance healthcare and improve performance for the benefit of humanity. We serve the research, academic and clinical communities through the application of technology and analytics to content. In this way, we empower those communities to contribute to social progress, to enhance human well-being and to share and expand the breadth of human knowledge.

About the Role

Customer Success Managers are the go-to contact post-sales for a customer, as such, they are responsible for the onboarding, enablement and driving value realization for Solutions or Research Sales and are expected to be fluent in the respective portfolios. They coordinate closely with Account Managers, Account Support, and all other support functions to ensure strategic goals are met within the account. In some product sets, they will coordinate with a team for technical onboarding, but will then become the main POC post implementation and through to renewal.

The Customer Success Manager (CSM) is focused on customer engagement and their success and satisfaction in adapting our Elsevier solutions in a particular region; in this case Central Eastern Europe with a current focus on Poland, Estonia, Lithuania and Latvia ​. The CSM should become the trusted advisor for the customer while protecting the revenue base and revealing upsell and cross sell opportunities. The main role of a CSM is to ensure value and use of solutions/products to enable successful product adoption, continually improve customer satisfaction, and maximize success outcomes for customers.  Their focus is on customer retention, renewal growth and identifying any upsell/cross selling opportunities with the support of trainer, implementation, and consultant functions.

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Responsibilities:

• Manage customer relationships to become a trusted partner - Develop new (influential) relationships - identify and nurture champions - facilitate product development through liaising between customer and product – identify requirements in relation to organizations’ ambition - navigate customer queries with relevant internal stakeholders.
• Drive customer satisfaction & customer success - Delivering tailored value stories (value reinforcement) - Demonstrating product/services ROI.
• Retention and Renewal - Supporting closing new agreements/renewals with Sales team by identifying value story, customer needs and advocates for Elsevier solutions.
• Identify Cross-sell & upsell opportunities - Analyzing data & understanding of customer needs and ambitions (value story) while adding value based on experience.
• Conduct Customer training in a scalable way - Ensure that all digital & f2f training is fulfilling a need with the customer/audience; this includes both demonstrations of products as well as workshops. 
• Work cross functionally – Share experiences across customer facing teams as well as the greater Elsevier organization to share success stories and ensure value proposition is clearly communicated and understood.

Qualifications:

• University degree or similar qualification
• Background in Customer Success management and driving value to customers during the post sales journey
• SaaS and/or Publishing background a plus
• Experience with products in product portfolio, or else similar products
• Fluency in English and Polish; any other languages a plus
• Comfortable working in an international matrixed organization
• Self-starter, organized, has initiative and strong problem-solving skills
• Project management skills, MS Product Suite fluency
• Strong, engaging (virtual and f2f) presentation skills to large and small audiences
• Fluency with technology, ability to trouble shoot and relevant product and basic/generic knowledge of wider Elsevier portfolio

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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 for you

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

• Private medical insurance (Luxmed)
• Multisport card (Multisport)
• Life insurance (UNUM)
• Lunch card (Edenred)
• Employee Capital Plan (PPK) - with 3% participation rate by employer
• Trainings and development programs under RELX Group

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We are 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.

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