The Customer Consultant is responsible for ensuring value and use of solutions/products and for renewal & upsell revenue growth, maximizing customer retention (number of customers) at account base and understanding of research managers’ needs as they use our or our competitor’s solutions.
Working together! In order to be successful, the Customer Consultant will know everything about the Research Intelligence product portfolio. You will work closely together with the Solution Sales Manager (SSM) and the Account Managers to ensure successful renewal and potential acquisition of strategic accounts requiring important preparation and joint effort. Close cooperation between the Customer Consultant and the Account Manager is key to drive upsell and cross-sell opportunities. Important success factors are continuous learning, team work and the sharing of knowledge and experiences between the different team members and sub regions.
Your division/department/area/region The Research Intelligence team focusses on addressing the needs of the research offices within Universities and research institutions as well as answering keys decision-makers questions from funding bodies and governmental organizations. The key solutions that we are selling are SciVal, SciVal Analytics, Pure and Scopus for various use cases. This is a rapidly growing market in which the prospects are gradually gaining more experience and interest. Competition is present but Elsevier‘s solutions are superior and more comprehensive, providing us with an edge when trying to fulfill our prospects’ wishes. The European SciVal team works with a good team spirit, collaborates and likes to keep each other sharp: you will be highly supported in your endeavors but also challenged as we always try to do better. Hard work and passion will be your daily way of life and you will bring your stone to the edifice. A place to be successful.
More Info About The Products Can Be Found Via You will report to the Regional Solutions Sales Director – Research Intelligence based in Egypt and the position needs to be based in Egypt (Cairo).
Your responsibilities Manage relationships with (key) A&G customers (and Corporate) stakeholders including senior managers and economic buyers and researchers Actively supervise complex engagements as assigned by Global Director of Sales or Regional Sales Director Focused on total renewal growth (so retention and price uplift) Continuously analyze accounts to identify up-sell opportunities in order to grow total revenue base, and pro-actively work with the Account Manager to close them by providing technical product expertise Expand portfolio sales opportunities from primary academic to adjacent market segments-corporate, government, economic development orgs. etc. Lead in formulating the customer specific ROI Take lead in coordination of product, academic relations, marketing, and other Elsevier internal teams in client interactions where required on complex engagements to ensure renewals and drive upsells Create and define the specific solution engagement plan for the portfolio with the holistic customer engagement plan owned together with the account manager; main focus on research office as primary owner of the relationships and value Own the post-sales & “implementation” process (i. e. training plan, addressing clients ‘requests and potential issues, etc. ) Deliver successfully the onboarding program for new customers and ensure their successful adoption via further roll-out within their organization Monitor economic buyer and other key stakeholders value perception at key strategic accounts, proactively address customer issues within Elsevier and advocate for customer when required Systematically monitor and analyze usage at customer and regional levels against targets, develop mitigating actions where usage is not meeting objectives Monitor (and occasionally ensure delivery) of usage reporting to key customers (including trend analyses) but rather analyze the value delivered Trusted advisor to the customer – in-depth knowledge of the full lifecycle and major economic and policy issues driving university behavior and needs. Understanding national and international landscape of research universities and global competition drivers What you should bring University degree – affinities with Information Management / Computer Science MBA is a plus Ability to resolve technical issues or questions quickly and effectively Encourage cooperation between all members of the team – strong team spirit & drive Project management skills Researcher background (can be in academia) in specific domain is a plus Background in customer engagement and driving customer adoption (minimum of 2 years) Fluency in English and French would be a plus. Experienced in working in an international matrixed organization Frequent travel required (50%) What we offer We welcome you to a truly global, dynamic and challenging environment with great opportunities to develop yourself. Elsevier’s benefits are very competitive.
Variable Compensation Variable compensation driven by new-sales revenue performance vs targets for the year and renewals achieved Additional benefits, like memberships of Elsevier’s magazines, discount on books and other facilities Several local and global networking communities to share best practices and knowledge Various social responsibility programs, channeling knowledge and strengths to help communities around the world improve education, science, healthcare and protect the environment.
Trainings Sales Academy offering as per your defined Learning Path Franklin Covey sales training Competitive Selling Portfolio Center of Excellence Numerous training, coaching and e-learning modules for long term job opportunities and development An assessment or business case could be part of our selection procedure. Please be aware that we request references and a copy of your diploma in the offer stage.
About Elsevier Headquartered in Amsterdam, Elsevier has more than 7,500 employees, and serves customers in over 180 countries. Elsevier is a global information analytics company that helps institutions and professionals progress science, advance healthcare and improve performance for the bene t of humanity. We help researchers make new discoveries, collaborate with their colleagues, and give them the knowledge they need to find funding. We help governments and universities evaluate and improve their research strategies. We help doctors save lives, providing insight for physicians to find the right clinical answers, and we support nurses and other healthcare professionals throughout their careers.
We offer exceptional career development prospects, a chance to work at the forefront of technological development, and the opportunity to contribute to change. We need talented people to help us inspire ground-breaking research.
Want to read more? Please visit: www. elsevier. com