Customer Consultant

The Customer Consultant is responsible for ensuring value and use of
solutions/products and for renewal revenue growth, maximizing customer
retention (number of customers) at account base and understanding of
researcher needs as they use our or our competitor's solutions. For this
position, you are fluent in English and French and willing to travel
frenquently (‎50% of the time).
Working together!
To be successful, the Customer Consultant will know everything about the
researcher workflow in their portfolio. You will work closely together with
the Account Managers to ensure successful renewal. Close cooperation with the
Customer Consultant and the Account Manager is key to drive upsell and cross-
sell opportunities. 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 onboard new customers.
You will report to the Regional Account Director Africa and the role should be
based in Egypt.
The product portfolio
http://www.elsevier.com/solutions/scopus
http://www.elsevier.com/solutions/sciencedirect
http://www.elsevier.com/solutions/mendeley
Your responsibilities
* Manage relationships with key customer stakeholders including senior managers and economic buyers. Regional Account Director (RAD) may assign Customer Consultant to complex engagements to supervise or personally conduct customer engagements.
* Actively supervise complex engagements as assigned by Regional Account Director
* Focused on total renewal growth (so retention and price 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 Customer Consultant requires.
What you should bring
* University degree
* 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 French and English.
* A passion for customer engagement, drive, enthusiasm and energy
* Frequent travel required (‎40%)
* MBA is a plus
What we offer
We welcome you to a truly global, dynamic and challenging environment with
great opportunities to develop yourself. Elsevier's benefits are very
competitive.

Variable compensation driven by new-sales revenue performance vs targets for
the year.
Bonus plan subject to the company annual results
Additional benefits, like memberships of Elsevier's magazines, discount on
books and other facilities
Various social responsibility programs, channeling knowledge and strengths to
help communities around the world improve education, science, healthcare and
protect the environment.
Trainings
Access to a vast arrays of career development resources including:
Defined and tailored Learning Path.
Vantage negotiation and consultative selling training.
World of the Researcher training.
Numerous training, coaching and e-learning modules for long term job
opportunities and development

An assessment or business case could be part of our selection procedure.
Please be aware that we request references and a copy of your diploma in the
offer stage
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should please contact [email protected] or if you are based in the US
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