Sales Support Analyst

Customer Success Executive

Do you like supporting customers in making sure they get the maximum value from their partnership with Elsevier?

Do you enjoy being part of a team that collaborates to deliver success?

About our Team

The Customer Success team focuses on ensuring customers achieve their desired goals and outcomes by leveraging Elsevier Health solutions to their maximum potential. By delivering value from our solutions to the customer we ensure the renewal of accounts based on high usage, customer satisfaction and advocacy. The Customer Success team is highly collaborative, cross-functional, and uses Agile principles to achieve our business goals.

About the Role

As a Customer Success Executive, you will provide solution and usage insights, training, ongoing support & account management. Your insights and analysis will help the team create account-wise Customer Success strategies that you will also help to implement with the ultimate goal of ensuring renewals excellence.

Responsibilities

• Understand customer goals and challenges and support with the creation and execution of a long-term plan to build deep, mutually beneficial relations with Elsevier's existing Health customers in India.

• Execute a smooth onboarding journey for customers, including ensuring access, information sharing, trainings, engagement activities and product support.

• Support customer queries on an on-going basis to derive maximum value from our solutions. Engage end-users in a productive manner.

• Support product awareness, adoption, high usage and customer advocacy through analytics and insights gathered from Elsevier internal platforms.

• Support data requests and business cases to support the renewal conversations.

• Support the business by identifying customer and market challenges early.

• Support with Elsevier's Thought Leadership activities.

• Support new business growth by participating in solution trials, product support and customer engagement.

Requirements

• Undergraduate degree in STEM. Health science degree is preferable.

• 2+ years' experience in a related/ relevant role.

• Experience in end-user education, training, sales and/or sales support.

• Experience in building impactful presentations, dashboards and analytics to support customer decisions.

• Experience in teaching, tutoring, or designing courses is an advantage.

• Experience researching and troubleshooting complex technical issues.

• Experience in nursing/medical is an advantage.

• Strong customer management, customer relations skills and a commitment towards Customer Centricity.

Work in a way that works for you:

We promote a healthy work/life balance across the organisation. 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 for you:

We know that your wellbeing and happiness are key to a long and successful career. These are some of the benefits we are delighted to offer:
- Comprehensive Health Insurance: Covers you, your immediate family, and parents.
- Enhanced Health Insurance Options: Competitive rates negotiated by the company.
- Group Life Insurance: Ensuring financial security for your loved ones.
- Group Accident Insurance: Extra protection for accidental death and permanent disablement.
- Flexible Working Arrangement: Achieve a harmonious work-life balance.
- Employee Assistance Program: Access support for personal and work-related challenges.
- Medical Screening: Your well-being is a top priority.
- Modern Family Benefits: Maternity, paternity, and adoption support.
- Long-Service Awards: Recognizing dedication and commitment.
- New Baby Gift: Celebrating the joy of parenthood.
- Subsidized Meals in Chennai: Enjoy delicious meals at discounted rates.
- Various Paid Time Off: Take time off with Casual Leave, Sick Leave, Privilege Leave, Compassionate Leave, Special Sick Leave, and Gazetted Public Holidays.
- Free Transport pick up and drop from the home -office - home (applies in Chennai)

About the business:

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. What you do every day will help advance science and healthcare to advance human progress. 

We know your well-being and happiness are key to a long and successful career. We are delighted to offer country specific benefits. Click here to access benefits specific to your location.

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We are 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.

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