Job description

Are you an expert in customer satisfaction and retention?

About our Team

Our Academic & Government team helps our communities accelerate knowledge for a better world by helping to establish, discover and advance knowledge. We do this by turning scientific discoveries into peer reviewed knowledge, hosting the world’s richest corpus of knowledge, allowing users to unlock insights from content and by measuring the quality and impact of research - turning insights into outcomes.

About the Role

In this dynamic role, you will support smaller institutions across Latin America, with a primary focus on Mexico. Your responsibilities will include responding to non-commercial customer inquiries, addressing support and technical issues, and ensuring that customers realize the full value of the company's solutions to encourage renewals. You will also conduct product trainings and onboarding for new customers and coordinate closely with Customer Success Managers (CSMs) in Mexico, Colombia, and Brazil to deliver exceptional service and support.

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 new agreements/renewals with Sales team by understanding customer needs, developing value metrics, and being 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:

Bachelor's degree
Background in customer engagement and driving customer adoption
Mandatory proficiency in Spanish and English. Portuguese is a plus
Comfortable working in an international matrixed organization
Self-starter, organized, has initiative and strong problem-solving skills
Analytical skills and proficiency in Excel
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

These are some of the benefits we are pleased to offer:

Competitive salary
100% Work from home
Savings Found
Grocery vouchers
30 days of Christmas Bonus
SGMM
Life Insurance
Commissions

A global leader in information and analytics, we help researchers and healthcare professionals advance science and improve health outcomes for the benefit of society.

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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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