Customer Ambassador at Elsevier

Working Together!

• To be successful, the Elsevier Customer Ambassador will know everything about the researcher workflow in their portfolio.
• You will work closely together with the Account Managers (4) to ensure successful renewal.
• Close cooperation with the Elsevier Customer Ambassador and the Account Manager is key to drive usage.
• Important success factors are continuous learning, team work and the sharing of knowledge and experiences between the different team members and sub regions.
• And you will also work closely with the Global Customer Service teams to successfully on board new customers.
• You will report to the Account Manager and the role should be based in Nigeria.

Your Responsibilities

• Manage relationships with key customer stakeholders including senior managers and economic buyers. Account Manager may assign Senior Customer Consultant to complex engagements to supervise or personally conduct customer engagements.
• Actively supervise complex engagements as assigned by the Account Manager
• Focused on total renewal growth (so retention and usage uplift)
• Uncover up-sell or cross-sell opportunities to grow total revenue base, and pro-actively share with AM and SSM
• Expand portfolio sales opportunities from primary academic to adjacent market segments-corporate, government, economic development orgs. etc.
• Develop project and engagement plans with the client
• Create and define the specific solution engagement plan for the portfolio with the holistic customer engagement plan owned by the account manager; focus on research office as primary owner of the relationships and value
• Ensure successful implementation and adoption of solution at customers
• 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 analyse usage at customer and regional levels against targets, develop mitigating actions where usage is not meeting objectives
• Coordinate to ensure delivery of monthly usage reporting by central Usage team to key customers (including trend analyses)
• Further, develop and drive ROI and value arguments vs. internal solutions, competing platforms, and the costs of inaction.
• Understanding national and international landscape of research universities and global competition drivers is an example of the type of context a Senior CC requires.
  

Requirements
What you should bring:

• University degree and preferred with postgraduate studies.
• Research activities
• Expertise to program manage complex matrix of internal and external stakeholders
• Experience using complex enterprise software tool would be desirable.
• Background in customer engagement and driving customer adoption
• Experienced in working in an international matrixes organisation
• Strong communication (verbal including on-line delivery and written) and presentation skills in English and German.
• A passion for customer engagement, drive, enthusiasm and energy
• Frequent travel required up to (30%).

The Product Portfolio:

• http://www.elsevier.com/solutions/scopus
• http://www.elsevier.com/solutions/sciencedirect
• http://www.elsevier.com/solutions/mendeley

What We Offer

• We welcome you to a truly global, dynamic and challenging environment with great opportunities to develop yourself.
• You start with a freelance contract ,will receive excellent training and would be considered for full time jobs when we have.