Customer Consultant – Core Content

Purpose of the Job :
The Customer Consultant is responsible for renewal targetr number by ensuring delivering the value and use of solutions/products with the customer.
Revenue (Retention and growth) :
• On-going monitoring of customer value to ensure increasing value and minimize attrition risk
• Support account team to demonstrate product value and ROI in support of renewal contract negotiations. Together with AM, prepare customer specific renewal value stories for renewal negotiations
• Focused on total renewal growth (so retention and price uplift)
• Uncover up-sell or cross-sell opportunities in order to grow total revenue base, and pro-actively share with AM and SSM
Customer engagement plan for solution/portfolio present at customer :
• Align the specific solution engagement plan for the specific solution/product portfolio with the holistic customer engagement plan owned by the account manager
• Own the post-sales process for the solution portfolio
• Ensure successful implementation and adoption of solution at customers; ensure delivery of appropriate training (self, via 3rd parties, via on-line offerings) in line with customer engagement plan. Coordinate with global Customer Support team (in Operations).
• Identify new contacts and product users. Turn them into product advocates.
Usage reporting compliance :
• 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)
Build, maintain and share in-depth knowledge :
• Can demonstrate all solutions in portfolio to expert end-users, at a feature level comparison against all competitors
• Trusted advisor to the customer – in-depth knowledge of their very specific research workflow and how they extract value from our solution
• Stay abreast of development in field and market segment, and share with Elsevier. Active thought-leader in the domain in the specific territory.
• Provide customer feedback to product and marketing teams and plans to help direct marketing efforts in meeting strategic sales objectives
• Build out network with a given customer – look for additional groups that would benefit from product and get them on to use
General Competencies
-Drives for results
-Technical and Professional Expertise
-Collaboration and Teamwork
-Solves Problems and Analyzes Issues
Technical and Functional Competencies
• Deep domain knowledge
• Influencing skills – at executive and end-user level
• Communication skills – both written and spoken
• Project management skills
Education, Knowledge, Skills and Experiences (and any other requirements)
• Researcher background (can be in academia) in specific domain
• Have used products in product portfolio, or else similar products
• Background in customer engagement and driving customer adoption (minimum of 2 years)
• Fluency in English
• Experienced in working in an international matrixed organisation
• Self-starter
• Frequent travel required (40%)
Engineering Portfolio specific requirements
• Experience working in or with engineering research administration and management functions
• Expertise to program manage complex matrix of internal and external stakeholders
• Engineering (R&D or academia) experience
• Minimum Masters in Engineering
Life Sciences Portfolio specific requirements
• Experience working in or with life sciences research administration and management functions
• Expertise to program manage complex matrix of internal and external stakeholders
• Life science researcher (any discipline) experience
• Minimum Masters in Life Sciences