Job Description

Customer Consultant MEA
Location: Johannesburg, Gauteng, South Africa
Customer Consultant Academies & Governments – MEA
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.
Working together!
In order 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 (4) 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 EMEA & Africa and the role should be based in South Africa.
The product portfolio
Your responsibilities
+ Manage relationships with key customer stakeholders including senior managers and economic buyers. Regional manager (RSSD) may assign Senior CC to complex engagements to supervise or personally conduct customer engagements.
+ Actively supervise complex engagements as assigned by Global Director of Sales or Regional Sales Director
+ 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
+ Expand portfolio sales opportunities from primary academic to adjacent market segments-corporate, government, economic development orgs. etc.
+ Communicate conclusions to the client in a professional and credible manner, take lead as required in difficult customer conversations (e.g. delivery issues, product issues, customer complaints) and managing customer expectations in coordination with RSSD.
+ Lead in formulating the customer specific ROI
+ Develop project and engagement plans with the client
+ 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 by the account manager; main focus on research office as primary owner of the relationships and value
+ Own the post-sales process for the portfolio
+ Ensure successful implementation and adoption of solution at customers
+ 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
+ Coordinate to ensure delivery of monthly usage reporting by central Usage team to key customers (including trend analyses)
+ Demonstrate all solutions in portfolio to expert end-users and explain ongoing value to senior leadership, at a feature level comparison against all competitors.
+ Further, develop and drive ROI and value arguments vs. internal solutions, competing platforms, and the costs of inaction.
+ Trusted advisor to the customer – in-depth knowledge of the full research lifecycle and major economic and policy issues driving university behavior and needs.
+ Understanding national and international landscape of research universities and global competition drivers is an example of the type of context a Senior CC requires.
+ Stay abreast of development in field and market segment, and share with Elsevier.
What you should bring
+ Communicates expectations clearly.
+ Promotes a strong sense of urgency for reaching goals.
+ Follows through on commitments to ensure they are successfully completed and goal are achieved.
+ Applies a detailed understanding of own work and relates effectively to overall business context.
+ Can be depended upon by manager and peers for technical or professional advice.
+ Delivers within own role to make an important contribution to the team.
+ Is able to resolve technical issues or questions quickly and effectively.
+ Encourages cooperation between all members of the team.
+ Identifies ways for further collaboration across teams.Seeks team mem
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