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Customer Success Manager

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Location
Poland
Elsevier

Job Description

Customer Success Manager

Location: Poland, Germany (Homebased)

About the Team:

Clinical Solutions is a technology & information solutions business focused on helping doctors, nurses, and other health care professionals. Our product portfolio spans market-leading solutions in Clinical Reference, Advanced Clinical Decision Support, Nursing, Patient Engagement and Precision Medicine. In order to improve professional practice, reduce care variability, and engage patients. Optimizing care delivery, patient experience, and financial outcomes.

About the Role:

The successful candidate will join the Clinical Solutions team, helping deliver quality products and services supporting Clinical Path Oncology.

Responsibilities:

  • Leverage relationships with key stakeholders within accounts to support renewals efforts.

  • Introduce key stakeholders to the (Renewals) Account Managers for wider sales conversations.

  • Build and nurture relationships across accounts to solidify our partnership and commitment to the customer.

  • Participate in regional events developed to enhance visibility of Elsevier and more broadly increase Elsevier’s thought leadership profile.

  • Develop joint plans for strategic customer success

  • Investigate and understand customers' needs and preferences to develop a customised success strategy.

  • Identify account-specific key metrics to track progress and adjust success plans as needed to deliver results.

  • Support New Sales trials with training and lead generating activities on a punctual basis.

Skills and Behaviors:

  • Curious about everything, willing to ask questions and challenge the status quo to provide better customer and business outcomes.

  • Able to take initiatives, to work on your own as well as part of a team and be able to work with minimal supervision managing multiple deadlines.

  • German is a must.

  • 1-2 years of client facing experience, ideally in a Customer Success or Account Manager position.

  • Able to communicate with and influence stakeholders and global teams. Ability to build relationships internally and externally across different levels of the organization.

  • Excellent problem-solving skills and ability to exercise initiatives.

  • Excellent communication skills with a positive/’can do’ attitude and a passion for delivering exceptional customer service.

  • Self-motivated, highly organized, and able to prioritize and multitask.

  • Passionate about delivering a world-class customer experience.

  • Enthusiastic and creative with the ability to inspire others and our customers.

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.

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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Advice from our career coach

As a Customer Success Manager for Clinical Solutions, it is essential to have a deep understanding of the healthcare industry and be passionate about improving professional practice and patient outcomes. To stand out as an applicant, you should highlight your ability to build and nurture relationships with key stakeholders, track key metrics, and customize success strategies for clients. Additionally, fluency in German is a must for this role. Here are some specific tips to help you shine as an applicant:

  • Highlight your experience in client-facing roles, ideally in Customer Success or Account Management.
  • Demonstrate strong communication and problem-solving skills, emphasizing your ability to work independently and as part of a team.
  • Showcase your initiative, organization, and ability to prioritize tasks effectively.
  • Emphasize your passion for delivering excellent customer service and your enthusiasm for inspiring others.
  • Be prepared to discuss your experience in influencing stakeholders and working with global teams.
  • Clearly communicate your ability to manage multiple deadlines and work with minimal supervision.
  • Understand the importance of attending regional events to enhance the visibility of the organization.
  • Provide examples of developing joint plans for strategic customer success and tracking progress using key metrics.

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