Are you an expert in customer satisfaction and retention?

Do you excel at resolving customer inquiries and technical issues? 

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.

Requirements:

Bachelor's degreeBackground in customer engagement and driving customer adoptionMandatory proficiency in Spanish and English. Portuguese is a plusComfortable working in an international matrixed organizationSelf-starter, organized, has initiative and strong problem-solving skillsAnalytical skills and proficiency in ExcelStrong, engaging (virtual and f2f) presentation skills to large and small audiencesFluency with technology, ability to trouble shoot and relevant product and basic/generic knowledge of wider Elsevier portfolio

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.

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 for you

We know that your well-being and happiness are key to a long and successful career. These are some of the benefits we are delighted to offer:

Private Medical/Dental PlanSavings FundLife InsuranceMeal/Grocery Voucher

About the Business

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.

-----------------------------------------------------------------------

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.

Please read our Candidate Privacy Policy.