Money Fit by DRS
Customer Success Manager, Interfolio
Money Fit by DRS, Phila, Pennsylvania, United States, 19117
Customer Success Manager, Interfolio
Are you experienced in Customer Engagement and Adoption?Do you love managing customer relationships?About our Team
The Customer Success team helps shape the overall customer experience and product use direction. Our Success Managers become trusted advisors to our customers and product experts on our faculty information management software. In partnership with Elsevier, Interfolio accelerates support for higher education institutions, academic researchers, and funders. To learn more about Interfolio please visit this link
Interfolio .About the Role
Customer Success Managers are the go-to contact post-sales for the customer. They are responsible for onboarding, enablement, and value realization for Solutions or Research Sales. They are expected to be fluent in their respective portfolios, coordinating closely with Account Managers, Account Support, and all other support functions to ensure strategic goals are met within the account. In some product sets, they'll coordinate with a team for technical onboarding, serving as their main contact post-implementation through to renewal.Responsibilities
Completing Sales: After sales are closed, participating in hand-off meetings with Account Managers, verifying outcomes established during the sales cycle, defining roles, and reviewing any related information on the opportunity. Ensuring all data in CRM is accurate.Engaging post-sale with customer stakeholder team: Determining product goals and setting up meetings/contact cadences to support emerging needs. Supporting adoption, health metrics, and perception of product across the institution. Identifying opportunities for cross and up sell, informing the sales team of updates before renewal activities begin.Managing customer relationships to become a trusted partner: Developing new (influential) relationships, identifying and nurturing champions, and facilitating product development. Liaising between customer and product, identifying requirements in relation to the organizations’ ambition.Driving customer satisfaction and success: Delivering tailored value stories and demonstrating product/services return on investment.Facilitating retention and renewals: Supporting closing new agreements/renewals with the sales team by identifying value stories, customer needs, and advocating for Elsevier solutions.Identifying cross-sell and upsell opportunities: Analyzing data and understanding customer needs and ambitions.Conducting customer training: Ensuring all digital and face-to-face training fulfills a need with the customer/audience.Working cross-functionally: Sharing experiences across customer-facing teams and Elsevier's greater organization, ensuring value proposition is clearly communicated and understood.Requirements
Have an accredited secondary education, coupled with a background in customer engagement and driving customer adoption.Experience with CRM and proficiency with the Microsoft product suite.Experience and knowledge in Publishing and SaaS are highly valued.Experience with products in the product portfolio or similar products.Exceptional communication skills, including fluency in English.Problem-solving, project management, and influencing skills.Experience in engaging (virtual and face-to-face) presentation skills to large and small audiences.Fluency with technology and ability to troubleshoot relevant products.Work in a way that works for you
We promote a healthy work/life balance across the organization. We offer an appealing working prospect for our people with numerous wellbeing initiatives, shared parental leave, study assistance, and sabbaticals.Working flexible hours - flexing the times when you work in the day to help you fit everything in and work when you are the most productive.Working for you
We know that your wellbeing and happiness are key to a long and successful career. These are some of the benefits we are delighted to offer:Health Benefits: Comprehensive, multi-carrier program for medical, dental, and vision benefits.Retirement Benefits: 401(k) with match and an Employee Share Purchase Plan.Wellbeing: Wellness platform with incentives, Headspace app subscription, Employee Assistance, and Time-off Programs.Short-and-Long Term Disability, Life and Accidental Death Insurance, Critical Illness, and Hospital Indemnity.Family Benefits, including bonding and family care leaves, adoption, and surrogacy benefits.Health Savings, Health Care, Dependent Care, and Commuter Spending Accounts.Up to two days of paid leave each to participate in Employee Resource Groups and to volunteer with your charity of choice.About the Business
A global leader in information and analytics, we help researchers and healthcare professionals advance science and improve health outcomes for the benefit of society. Building on our publishing heritage, we combine quality information and vast data sets with analytics to support visionary science and research, health education and interactive learning, as well as exceptional healthcare and clinical practice. At Elsevier, your work contributes to the world’s grand challenges and a more sustainable future.Salary Range
To be added when data can be disclosed.Elsevier is an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law. We are committed to providing a fair and accessible hiring process. If you have a disability or other need that requires accommodation or adjustment, please let us know by completing our Applicant Request Support Form:
https://forms.office.com/r/eVgFxjLmAK , or please contact 1-855-833-5120. Please read our
Candidate Privacy Policy .
#J-18808-Ljbffr
Are you experienced in Customer Engagement and Adoption?Do you love managing customer relationships?About our Team
The Customer Success team helps shape the overall customer experience and product use direction. Our Success Managers become trusted advisors to our customers and product experts on our faculty information management software. In partnership with Elsevier, Interfolio accelerates support for higher education institutions, academic researchers, and funders. To learn more about Interfolio please visit this link
Interfolio .About the Role
Customer Success Managers are the go-to contact post-sales for the customer. They are responsible for onboarding, enablement, and value realization for Solutions or Research Sales. They are expected to be fluent in their respective portfolios, coordinating closely with Account Managers, Account Support, and all other support functions to ensure strategic goals are met within the account. In some product sets, they'll coordinate with a team for technical onboarding, serving as their main contact post-implementation through to renewal.Responsibilities
Completing Sales: After sales are closed, participating in hand-off meetings with Account Managers, verifying outcomes established during the sales cycle, defining roles, and reviewing any related information on the opportunity. Ensuring all data in CRM is accurate.Engaging post-sale with customer stakeholder team: Determining product goals and setting up meetings/contact cadences to support emerging needs. Supporting adoption, health metrics, and perception of product across the institution. Identifying opportunities for cross and up sell, informing the sales team of updates before renewal activities begin.Managing customer relationships to become a trusted partner: Developing new (influential) relationships, identifying and nurturing champions, and facilitating product development. Liaising between customer and product, identifying requirements in relation to the organizations’ ambition.Driving customer satisfaction and success: Delivering tailored value stories and demonstrating product/services return on investment.Facilitating retention and renewals: Supporting closing new agreements/renewals with the sales team by identifying value stories, customer needs, and advocating for Elsevier solutions.Identifying cross-sell and upsell opportunities: Analyzing data and understanding customer needs and ambitions.Conducting customer training: Ensuring all digital and face-to-face training fulfills a need with the customer/audience.Working cross-functionally: Sharing experiences across customer-facing teams and Elsevier's greater organization, ensuring value proposition is clearly communicated and understood.Requirements
Have an accredited secondary education, coupled with a background in customer engagement and driving customer adoption.Experience with CRM and proficiency with the Microsoft product suite.Experience and knowledge in Publishing and SaaS are highly valued.Experience with products in the product portfolio or similar products.Exceptional communication skills, including fluency in English.Problem-solving, project management, and influencing skills.Experience in engaging (virtual and face-to-face) presentation skills to large and small audiences.Fluency with technology and ability to troubleshoot relevant products.Work in a way that works for you
We promote a healthy work/life balance across the organization. We offer an appealing working prospect for our people with numerous wellbeing initiatives, shared parental leave, study assistance, and sabbaticals.Working flexible hours - flexing the times when you work in the day to help you fit everything in and work when you are the most productive.Working for you
We know that your wellbeing and happiness are key to a long and successful career. These are some of the benefits we are delighted to offer:Health Benefits: Comprehensive, multi-carrier program for medical, dental, and vision benefits.Retirement Benefits: 401(k) with match and an Employee Share Purchase Plan.Wellbeing: Wellness platform with incentives, Headspace app subscription, Employee Assistance, and Time-off Programs.Short-and-Long Term Disability, Life and Accidental Death Insurance, Critical Illness, and Hospital Indemnity.Family Benefits, including bonding and family care leaves, adoption, and surrogacy benefits.Health Savings, Health Care, Dependent Care, and Commuter Spending Accounts.Up to two days of paid leave each to participate in Employee Resource Groups and to volunteer with your charity of choice.About the Business
A global leader in information and analytics, we help researchers and healthcare professionals advance science and improve health outcomes for the benefit of society. Building on our publishing heritage, we combine quality information and vast data sets with analytics to support visionary science and research, health education and interactive learning, as well as exceptional healthcare and clinical practice. At Elsevier, your work contributes to the world’s grand challenges and a more sustainable future.Salary Range
To be added when data can be disclosed.Elsevier is an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law. We are committed to providing a fair and accessible hiring process. If you have a disability or other need that requires accommodation or adjustment, please let us know by completing our Applicant Request Support Form:
https://forms.office.com/r/eVgFxjLmAK , or please contact 1-855-833-5120. Please read our
Candidate Privacy Policy .
#J-18808-Ljbffr