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job title: job vacancy in a world leading company

job field: Customer Care

posted date: 2019-01-29

Elsevier is a world-leading provider of information solutions is recruiting to fill the position below:

Job Title: Customer Ambassador
Location: Nigeria

Job Description

Elsevier Customer Ambassador will know everything about the researcher workflow in their portfolio.
Work with the Global Customer Service teams to successfully on board new customers.
Report to the Account Manager and the role should be based in Nigeria Working closely 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..

Job  Responsibilities

Handle 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.
Keenly supervise complex engagements as assigned by the Account Manager
Focused on total renewal growth (so retention and usage uplift)
Organize 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.
Unearth up-sell or cross-sell opportunities to grow total revenue base, and pro-actively share with AM and SSM
Develop 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.
Analytically monitor and analyse usage at customer and regional levels against targets, develop mitigating actions where usage is not meeting objectives

Qualifications

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

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

Our 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.

Application Closing Date
Not Specified.

Method of application
Interested and qualified candidates should:

from 2019-01-29 to 2019-01-29

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