Customer Consultant

As a global leader in information and analytics, Elsevier helps researchers and healthcare professionals advance science and improve health outcomes for the benefit of society._
- We do this by facilitating insights and critical decision-making for customers across the global research and health ecosystems. In everything we publish, we uphold the highest standards of quality and integrity at scale to ensure value to our customers. We bring that same rigor to our analytical solutions for researchers, health professionals, institutions, and funders._

About the role and team:
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 proactively, strategically, and collaboratively orchestrate and drive the core solution post-sales experience, to have a positive and measurable impact on customer loyalty, satisfaction, value-perception, lifecycle experience, and ultimately our core solution retention.

For our Research Intelligence unit in SEA, we are looking for a new colleague that will mainly cover all the research intelligence clients
- for our solutions incl. SciVal and Scopus.

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

Key responsibilities include:
Enhance the customer experience, deepen relationships, and lift retention results. Think of:

- Driving successful implementation and adoption of research intelligence solution portfolio.
- Act as a trusted and sought-after advisor to the client through the provision of up-to-date and in-depth product training, support, and guidance which directly aligns with the overall strategic objectives of the client but also assists in optimizing their current workflow
- Create holistic customer engagement plans owned together with Academia & Government customer consultants and the account managers
- Work with the account team to develop value stories and ensure all clients successfully renew subscriptions.
- Identify 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, and aiding in the identification of research excellence within an institution.
- Prepare and provide regional or account-based training and workshops.
- Monitor value perception and proactively address customer issues within Elsevier.
- Identify, support, and develop advocates within the customer environment.
- Support the creation of digital content incl. training material.

Become a trusted partner, internally and externally. Think of:

- Build deep and broad networks within e.g., Universities, Policymakers, Government Funders.
- Help improve products and solutions by giving feedback and getting involved in the product development process.
- Work as a connecting link between the clients and the product team to address gaps and explore the potential of monetizable innovation.
- Become a thought leader and represent Elsevier in conferences.
- Understand the national and international landscape of research universities and global competitive drivers.
- Understand the customer and uncover cross/upsell opportunities, win-win.
- Support renewals with data stories and value-reinforcing messages.

What’s in this role for you?
- An international, diverse, inclusive, and purpose-driven environment.
- A strategic position at a global leader in information and analytics services.
- A psychologically safe working environment with a strong focus on well-being.
- A fair pay with great working conditions and fantastic colleagues.
- A focus on your growth through training, coaching, mentorship, and experience.
- All key tools (incl. apps, services, laptops, and phones).
- Your birthday is a bonus holiday every year.
- A wellness day holiday every year.

About you, specifically, you will have the following experience:

- Bachelor’s degree or equivalent by demonstrable experience.
- Clear and authentic communication both verbal and written.
- Strong social and networking skills (synchronistic and asynchronistic) with internal and external stakeholders.
- Data literacy including the ability to create and present reports and data stories.
- Experience with subscription solutions (including retention strategies and challenges).
- Able to thrive in a large matrix environment.
- Mature presentation style and confidence to present to large and small audiences.
- Team player with a natural drive for growth, combined with a coaching mindset.
- “Can do” attitude while always ensuring to do “the right thing.
- Updating internal systems regularly (e.g., meeting outcomes).
- Ready to travel frequently, and to use Elsevier’s virtual engagement tools.
- Although not foreseen