Job Information
Springer Science & Business Media LLC Customer Success Manager in New York, New York
Customer Success Manager
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Date: Oct 28, 2022
Location:
New York, US
Jersey City, US
Company:
Springer Nature Group
Springer Nature opens the doors to discovery for researchers, educators, clinicians and other professionals. Every day, around the globe, our imprints, books, journals, platforms and technology solutions reach millions of people. For over 175 years our brands and imprints have been a trusted source of knowledge to these communities and today, more than ever, we see it as our responsibility to ensure that fundamental knowledge can be found, verified, understood and used by our communities - enabling them to improve outcomes, make progress, and benefit the generations that follow.
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This role will work closely with sales and clients to deliver actionable analysis and insight into the behavior of research, researchers and organizations. The Customer Success Manager will be a strategic and supportive partner every stage of the buying process with a critical focus on building customer loyalty, ensuring long-term client retention and renewal by presenting product information, training and addressing customer issues while also identifying upsell and cross sell opportunities.
Key tasks:
Drive the successful adoption of Nature Research Intelligence products to ensure ongoing subscriptions and renewal
Prepare, negotiate and deliver customized implementation and engagement strategies for all customers
Assist in developing a client pipeline for product subscriptions and consulting services in partnership with Springer Nature's sales, marketing and data product teams
Prepare and deliver tailored training and/or workshops
Track customer satisfaction and product usage to effectively identify value
Create compelling consulting proposals and effectively project manage them for their region
Identify outstanding data needs and provide solutions to address those needs
Deliver analytics consulting projects
Use client feedback to give recommendations on how to further improve Springer Nature's products, services, platforms and value propositions
Prepare and deliver presentations at conferences
Build strong and proactive relationships with relevant client and business stakeholders
Become a trusted and sought after Research Intelligence advisor to all customers
Skills/knowledge, Qualifications and Experience:
University degree with a strong analytical/quantitative background or equivalent experience (e.g. Data Science, Statistics, Mathematics, Econometrics, Physics, Computer Science etc.)
At least 3-5 years' experience working in Research Intelligence in at least one of academia, government or corporate
Demonstrable experience in delivering Research Intelligence engagements and insights to academic, government and corporate entities
Understanding the research lifecycle and workflow to identify research strengths and weaknesses within an institution.
Understand the research funding landscape
Excellent communication skills with the ability to tell compelling stories using both SaaS platforms and custom data delivery
Strong ability to influence, with highly effective negotiation and presentation skills
Excellent analytical problem solving capabilities coupled with business acumen
Well organized and accurate with a good time management
Good networker, able to build up effective relations with both external and internal business partners
If you are an internal applicant please inform your line manager.
Springer Nature US provides a comprehensive and competitive benefits package which includes the benefit offerings listed below:
\* Medical, Dental and Vision
\* 401(k) with company match and contribution
\* Hybrid office working policy, Summer Hours, and paid time off
\* Flexible Spending and Commuter programs
\* Multiple Life insurance options
\* Disability coverage
\* Tuition Assistance
\* Voluntary benefits: Identity Theft Protection, Pet Insurance, and Legal Assistance Insurance
\* Employee Assistance Program
\* Family friendly benefits and a variety of employee discounts
\* An array of Employee Social Networks
Annualized Base Salary Range: $75,000 - $85,000. The salary offer may vary based on work experience, education and skill level.
At Springer Nature we value the diversity of our teams. We recognize the many benefits of a diverse workforce with equitable opportunities for everyone. We strive for an inclusive workplace that empowers all our colleagues to thrive. Our search for the best talent fully encompasses and embraces these values and principles.
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Springer Nature is an Equal Opportunity Employer that complies with the laws and regulations set forth in the following “Equal Employment Opportunity Is The Law” poster:
http://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf.