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Springer Science & Business Media LLC Customer Success Manager in New York, New York

Customer Success Manager

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Date: Aug 31, 2022

New York, US

Jersey City, US

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.

We offer a comprehensive benefits package that includes:

Medical, Dental and Vision

Life and AD&D


Flexible Spending Accounts

Transit Accounts

Tuition Assistance

Summer Hours


Visitthe Springer Nature Editorial and Publishing website atfor more information about ourResearch E&P career opportunities.

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: