Customer Success Manager - (JHA464)

Customer Success Manager - (JHA464)

03 May
Gurgaon district

03 May


Gurgaon district

Revenue growth:

• On-going monitoring of customer value to ensure increasing value and minimise attrition risk

• Support account team to demonstrate product value and ROI in support of renewal contract negotiations. Together with AM, prepare customer specific renewal value stories for renewal negotiations

• Focused on total renewal growth (so retention and price uplift)

• Uncover up-sell or cross-sell opportunities in order to grow total revenue base, and pro-actively share with AM and SSM

Customer engagement plan for solution/portfolio present at customer:

Customer engagement plan for solution/portfolio present at customer:

• Align the specific solution engagement plan for the specific solution/product portfolio with the holistic customer engagement plan owned by the account manager

• Own the post-sales process for the solution portfolio

• Ensure successful implementation and adoption of solution at customers; ensure delivery of appropriate training (self, via 3rd parties, via on-line offerings) in line with customer engagement plan. Coordinate with global Customer Support team (in Operations). 

• Identify new contacts and product users. Turn them into product advocates.

Usage reporting compliance

• Systematically monitor and analyse usage at customer and regional levels against targets, develop mitigating actions where usage is not meeting objectives 

• Coordinate to ensure delivery of monthly usage reporting by central Usage team to key customers (including trend analyses)

Build, maintain and share in-depth knowledge 

• Can demonstrate all solutions in portfolio to expert end-users, at a feature level comparison against all competitors

• Trusted advisor to the customer – in-depth knowledge of their very specific research workflow and how they extract value from our solution

• Stay abreast of development in field and market segment, and share with Elsevier. Active thought-leader in the domain in the specific territory.

• Provide customer feedback to product and marketing teams and plans to help direct marketing efforts in meeting strategic sales objectives

• Build out network with a given customer – look for additional groups that would benefit from product and get them on to use 


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.

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