Customer Consultant

Customer Consultant

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**:
- Driving successful implementation and adoption of research intelligence solution portfolio.- 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.- Creating holistic customer engagement plans owned together with Academia & Government customer consultants and the account managers- Working with the account team to develop value stories and ensure all clients successfully renew subscriptions.- Identifying outstanding areas of need and provide tailored and customized data solutions to address these needs.- 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.- Preparing and provide regional or account-based training and workshops- Monitoring value perception and proactively address customer issues within Elsevier- Identifying, support, and develop advocates within the customer environment.- Supporting the creation of digital content incl. training material.

**Requirements**:
- Background in research can be highly advantageous- Have clear and authentic communication both verbal and written- Able to offer good social and networking skills (synchronistic and asynchronistic) with internal and external stakeholders- Have good data literacy including the ability to create and present reports and data stories- Experience with subscription solutions (including retention strategies and challenges).- Have mature presentation style and confidence to present to large and small audiences- Be a Team player with a natural drive for growth, combined with a coaching mindset- Be ready to travel frequently, and to use Elsevier’s 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.
- 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.

Working for you

We want to protect your health, help you accumulate wealth and secure your future. We are therefore delighted to offer:

- Parental leave options
- Health screening and private medical benefits

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’s 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