Job Description

Are you an experienced Customer Success Consultant with a proven track record of maximizing customer satisfaction?

Are you a customer oriented person that loves Science and is fascinated by research?

About our Team

The Research Intelligence unit in is looking for a new colleague that will cover all the research intelligence clients. You will support the South East Asia region for our solutions including SciVal and Scopus.

This is a permanent full-time role with our head office based in Singapore. There is the possibility of combined home/office-based arrangements to have flexible work-life balance.

About the Role

Customer Consultants represent Elsevier\'s commitment to being a trusted and valued partner for our customers and communities. As part of their wide responsibilities, Customer Consultants orchestrate and drive the core solution post-sales experience. This to have a positive and measurable impact on customer loyalty, satisfaction, value-perception and lifecycle experience. Ultimately our core solution retention.

Responsibilities

\xc2\xb7 Driving successful implementation and adoption of research intelligence solution portfolio.

\xc2\xb7 Acting as a trusted advisor to the client through the provision of up-to-date and in-depth product training, support, and guidance to client. Directly align with the overall strategic objectives of the client but also assists in optimizing their current workflow.

\xc2\xb7 Creating holistic customer engagement plans owned together with Academia & Government customer consultants and the account managers

\xc2\xb7 Working with the account team to develop value stories and ensure all clients successfully renew subscriptions.

\xc2\xb7 Identifying outstanding areas of need and provide tailored and customized data solutions to address these needs.

\xc2\xb7 Understanding research workflow and research funding landscape to aid customers in identification of data needs, reporting workflow efficiencies. Aid in the identification of research excellence within an institution.

\xc2\xb7 Preparing and provide regional or account-based training and workshops

\xc2\xb7 Monitoring value perception and proactively address customer issues within Elsevier

\xc2\xb7 Identifying, support, and develop advocates within the customer environment.

\xc2\xb7 Supporting the creation of digital content incl. training material.

Requirements

\xc2\xb7 Background in research can be highly advantageous

\xc2\xb7 Have clear and authentic communication both verbal and written

\xc2\xb7 Able to offer good social and networking skills (synchronistic and asynchronistic) with internal and external stakeholders

\xc2\xb7 Have good data literacy including the ability to create and present reports and data stories

\xc2\xb7 Experience with subscription solutions (including retention strategies and challenges).

\xc2\xb7 Have mature presentation style and confidence to present to large and small audiences

\xc2\xb7 Be a Team player with a natural drive for growth, combined with a coaching mindset

\xc2\xb7 Be ready to travel frequently, and to use Elsevier\xe2\x80\x99s virtual engagement tools

Work in a way that works for you

We promote a healthy work/life balance across the organisation. With an average length of service of 9 years, we are confident that 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.

\xc2\xb7 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 with us

We are an equal opportunity employer with a commitment to help you succeed. Here, you will find an inclusive, agile, collaborative, innovative and fun environment, where everyone has a part to play. Regardless of the team you join, we promote a diverse environment with co-workers who are passionate about what they do, and how they do it.

About Us

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\xe2\x80\x99s grand challenges and a more sustainable future. We harness innovative technologies to support science and healthcare to partner for a better world.

Join Us

Purposeful Work
When you work with us, your work matters. You are part of an organization that nurtures your curiosity to stimulate innovation for the communities that we serve.

Growing Every Day
Like the communities we serve, you are on a constant path of discovery to shape your career and personal development.

Colleagues Who Care
You will be part of the Elsevier family. We will support your well-being and provide the flexibility you need to thrive at work and home.

Together, we create possibilities.
Join us



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: .

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