Customer Consultant Life Science - Reed Elsevier - 日本

Purpose of the Job

The Customer Consultant is responsible for ensuring value and use of the research management portfolio and for renewal revenue growth, maximizing customer retention (number of customers) at account base

Key Result Areas

1. Revenue growth

• On-going monitoring of customer value to ensure increasing value and minimise 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 with focus on research office value story

• 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

• Formulate actionable recommendations to help the client achieve desired result

• Communicate conclusions to the client in a professional and credible manner

• Lead in formulating the customer specific ROI

• Develop project and engagement plans with the client

• Ensure timeline and appropriate communication with the client

2. Customer engagement plan for research management portfolio

• Align the specific solution engagement plan for the search management portfolio with the holistic customer engagement plan owned by the account manager; main focus on research office as primary owner of the relationships and value

• Own the post-sales process for the Research Management 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.

3. Usage reporting compliance

• Systematically monitor 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)

4. 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

Qualifications

Education, Knowledge, Skills and Experiences (and any other requirements)

• Experience working in or with research administration and management functions

• Expert in bibliometrics and research performance evaluation

• Expertise to program manage complex matrix of internal and external stakeholders

• 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

• Fluency in English

• Experienced in working in an international matrixed organisation

• Self starter

• Frequent travel required (40%)

• Minimum of 5 years of experience in business/analytic applications consultancy and/or management consultancy

• Excellent analytical and presentation skills

Functional and Technical Competencies

• Deep domain knowledge in research management

• Influencing skills – at executive and end-user level

• Communication skills – both written and spoken

• Project management skills

• Excellent Analytical Skills

Other Locations

AP-JPN-Tokyo

Job Posting

Jul 31, 2016, 5:00:00 AM