RELX Group Customer Consultant Research Solutions – Northern Europe in Amsterdam, Netherlands
Customer Consultant Research Solutions – Northern Europe
Location: Amsterdam, North Holland, Netherlands
The Customer Consultant is responsible for ensuring value and use of solutions/products and for renewal & upsell revenue growth, maximizing customer retention (number of customers) at account base and understanding of research managers’ needs as they use our or our competitor’s solutions.
In order to be successful, the Customer Consultant will know everything about the Research Intelligence product portfolio. You will work closely together with the Solution Sales Manager (SSM) and the Account Managers to ensure successful renewal and potential acquisition of strategic accounts requiring important preparation and joint effort. Close cooperation between 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.
The Research Intelligence team focusses on addressing the needs of the research offices within Universities and research institutions as well as answering keys decision-makers questions from funding bodies and governmental organizations. The key solutions that we are selling are SciVal, SciVal Analytics, Pure and Scopus for various use cases. This is a rapidly growing market in which the prospects are gradually gaining more experience and interest. Competition is present but Elsevier‘s solutions are superior and more comprehensive, providing us with an edge when trying to fulfill our prospects’ wishes. The European SciVal team works with a good team spirit, collaborates and likes to keep each other sharp: you will be highly supported in your endeavors but also challenged as we always try to do better. Hard work and passion will be your daily way of life and you will bring your stone to the edifice. A place to be successful.
More info about the products can be found via: http://www.elsevier.com/online-tools/research-intelligence
You will report to theRegional Director Europe – Research Intelligence based in Amsterdam and the position needs to be based in either in The Netherlands / Amsterdam or Scandinavia / preference Denmark (home based). The territory covered is the Benelux (though only Flemish part only in Belgium) & Nordics (DK, N, S, SF).
Manage relationships with (key) A&G customers (and Corporate) stakeholders including senior managers and economic buyers and researchers
Focused on total renewal growth (so retention and price uplift)
Actively supervise complex engagements as assigned by Regional Sales Director
Continuously analyze accounts to identify up-sell opportunities in order to grow total revenue base, and pro-actively work with the Account Manager to close them by providing technical product expertise
Expand portfolio sales opportunities from primary academic to adjacent market segments-corporate, government, economic development orgs. etc.
Lead in formulating the customer specific ROI
Take lead in coordination of product, academic relations, marketing, and other Elsevier internal teams in client interactions where required on complex engagements to ensure renewals and drive upsells
Create and define the specific solution engagement plan for the portfolio with the holistic customer engagement plan owned together with the account manager; main focus on research office as primary owner of the relationships and value
Own the post-sales & “implementation” process (i.e. training plan, addressing clients’ requests and potential issues, etc.)
Deliver successfully the onboarding program for new customers and ensure their successful adoption via further roll-out within their organization
Identify new contacts and product users. Turn them into product advocates
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 analyze usage at customer and regional levels against targets, develop mitigating actions where usage is not meeting objectives
Monitor (and occasionally ensure delivery) of usage reporting to key customers (including trend analyses) but rather analyze the value delivered
Demonstrate all solutions in portfolio to expert end-users and explain ongoing value to senior leadership, at a feature level comparison against all competitors
Trusted advisor to the customer – in-depth knowledge of the full lifecycle and major economic and policy issues driving university behavior and needs.
Understanding national and international landscape of research universities and global competition drivers
What you should bring
University degree – affinities with Information & Data Management / Computer Science
MBA is a plus
Ability to resolve technical issues or questions quickly and effectively
Encourage cooperation between all members of the team – strong team spirit & drive
Project management skills
Researcher background (can be in academia) in specific domain is a plus
Background in customer engagement and driving customer adoption (minimum of 2 years)
Fluency in English and one or more other languages of the region (Dutch, Danish, Swedish, Norwegian, Finnish)
Experienced in working in an international matrixed organization
Frequent travel required (40%)
What we offer
We welcome you to a truly global, dynamic and challenging environment with great opportunities for personal development. Elsevier’s benefits are very competitive and the summary below will give you an idea of what you can expect when joining Elsevier in the Netherlands.
Competitive salary and a 13th month
27 days of leave
Attractive collective health care insurance package with considerable reduction rates
Solid Pension Plan, with a choice between a collective pension plan an individual pension plan
Profit share or bonus plan subject to the company annual results
You can participate in the convertible personnel bond scheme
Flexible working arrangements
Travel allowance for commuting
Reductions to several personal insurance packages due to our collective agreements
Free in-house sport facilities
Numerous training, coaching and e-learning modules for long term job opportunities and development
Several local and global networking communities to share best practices and knowledge
Various social responsibility programs, channeling knowledge and strengths to help communities around the world improve education, science, health care and protect the environment.
An assessment or business case could be part of our selection procedure. A pre-employment screening will be part of our recruitment procedure.
Elsevier does not accept unsolicited assistance from vendors including and without limitation, search firms, staffing agencies and recruiting agencies for this employment opportunity. Resumes submitted by external vendors and third parties to any employee via-email, the Internet or any other method without a valid, written underlying agreement between parties for this position will not be considered. No fee or other compensation will be paid in the event the applicant is hired by Elsevier as a result of an unsolicited introduction