Elsevier seeks an Enterprise Customer Success Manager (eCSM) for our Nursing Health Education division. In this remote role, you will act as a strategic relationship manager and trusted adviser to our institutional customers, ensuring they achieve their goals and realize business value from our solutions. You'll partner with cross-functional teams to create and execute individualized success plans, building meaningful, long-term partnerships.
What You'll Do
- Work closely with administrators, faculty, and students at partner accounts to understand their needs and objectives.
- Translate stakeholder needs into a comprehensive Customer Success plan.
- Organize, document, and refine customer data throughout the partnership lifecycle.
- Manage and champion customer issues as their primary advocate.
- Use teaching skills to support and guide customer onboarding.
- Conduct training sessions that elevate product value and drive strategic conversations.
- Provide high-level service and develop innovative solutions to meet customer business needs.
What We're Looking For
- Prior customer success experience.
- Exceptional organizational and time management skills with professional agility.
- Relational intelligence and strategic thinking ability.
- A collaborative team player with a demonstrated high level of teamwork.
- A strategic problem-solving mindset.
- Ability to effectively prioritize tasks and follow them through to completion.
- Proficiency with Microsoft Office (Excel, Outlook, PowerPoint, and Word).
Technical Stack
- Microsoft Office Suite: Excel, Outlook, PowerPoint, Word.
Team & Environment
You will collaborate closely with sales and implementation teams on overall account strategy.
Benefits & Compensation
- Comprehensive, multi-carrier program for medical, dental, and vision benefits.
- 401(k) with company match and an Employee Share Purchase Plan.
- 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 coverage.
- 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.
- Healthy work/life balance with wellbeing initiatives, shared parental leave, study assistance, and sabbaticals.
Work Mode
This is a fully remote position.
We are 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.
