Customer Success Manager - Central Eastern Europe

Responsibilities

• Manage customer relationships to become a trusted partner.
• Develop new (influential) relationships and find and support champions.
• Help with product development by connecting the customer and the product teams.
• Find requirements related to the organization’s goals.
• Handle customer questions by connecting with the right internal people who have influence.
• Drive customer happiness and success by showing tailored value stories (value reinforcement).
• Show the Return on Investment (ROI) of the product or services.
• Support closing new agreements and renewals with the Sales team by finding the value story, customer needs, and advocates for Elsevier solutions.
• Find chances for selling more or selling different products by looking at data and understanding customer needs and goals (value story), while adding value based on experience.
• Conduct customer training in a way that can be repeated.
• Make sure that all digital and in-person training meets a need with the customer or audience, including demonstrations and workshops.
• Share experiences across customer-facing teams and the larger Elsevier organization to share success stories and make sure the value idea is clearly communicated and understood.

Requirements

• University degree or similar qualification.
• Background in Customer Success management and driving value for customers during the post-sales process.
• Fluency in English and Polish.
• Comfortable working in an international matrixed organization.
• Self-starter, organized, has initiative, and strong problem-solving skills.
• Project management skills and fluency with the MS Product Suite.
• Strong, engaging presentation skills (virtual and in-person) for large and small groups.
• Skilled with technology, ability to troubleshoot, and relevant product knowledge plus basic/general knowledge of the wider Elsevier products.

Preferred Qualifications (Nice to Have)

• SaaS and/or Publishing background is a plus.
• Experience with products in the product portfolio, or similar products.
• Any additional language is a plus.

Benefits

• Private medical insurance (Luxmed).
• Multisport card (Multisport).
• Life insurance (UNUM).
• Lunch card (Edenred).
• Employee Capital Plan (PPK) with a 3% participation rate by the employer.
• Trainings and development programs under RELX Group.

About the Role

Customer Success Managers are the main contact after a sale for a customer. They are in charge of onboarding, enablement, and making sure value is realized for Solutions or Research Sales, and they need to be fluent in the related product groups. They work closely with Account Managers, Account Support, and all other support functions to make sure strategic goals are met in the account. In some product groups, they will work with a team for technical onboarding, but then become the main point of contact after setup through to renewal. The Customer Success Manager (CSM) focuses on customer involvement and their success and happiness in using Elsevier solutions in a specific region, which in this case is Central Eastern Europe with a current focus on Poland, Estonia, Lithuania, and Latvia. The CSM should become the trusted advisor for the customer while protecting the income base and finding chances to sell more or sell different products with support from trainer, implementation, and consultant functions. Their focus is on customer retention, renewal growth, and finding any chances to sell more or sell different products.