Senior Customer Engagement Manager - Gurgaon - Reed Business Information
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Who are we?
Elsevier is a world-leading provider of information solutions that help you make better decisions, deliver better care, and sometimes make groundbreaking discoveries in science, health, and technology. We serve researchers, professionals, and clinicians, through the application of technology and analytics to content, empowering them to create knowledge, contribute to social progress, and enhance human well being. We are delivering next-generation professional information solutions and technology to our broad client base – and we need a team of exceptional sales leaders and professionals to join us on the journey.
Elsevier publish over 2,500 journals and more than 33,000 book titles , and provide web-based, digital solutions — among them ScienceDirect , Scopus , Evolve , Knovel , Reaxys and ClinicalKey .
As a Senior Customer Engagement Manager y ou will ;
To provide marketing and strategic support to the E Solutions business - both global and local - of Elsevier for South Asian markets thereby developing the business, ensuring customer retentions through robust customer engagement and driving usage analytics and market penetration
Location - Gurgaon
Key responsibilities include;
To drive Customer Engagement initiatives for Elsevier digital solutions, thereby creating awareness about these solutions in both Academic and practitioner/ Hospitals markets. Establishing long lasting relationships with existing customers and building rapport with new/prospective customers. To engage C-Suite from Academic/Hospital segments; Collaborate with Central Marketing team for Healthcare Events
To conduct Product Trainings for End Users/Librarians/Hospital Executives of existing customers reaching out to accounts across geographical locations in South Asia.
To drive Usage statistics of digital solutions across accounts; take strategic measures to increase the same in accounts witnessing a drop; to keep internal stakeholders informed about the same
Marketing Campaigns/ Promotions
To develop an annual marketing plan and execute it in collaboration with both Central Marketing teams of South Asia and APAC. Promote e-products at various forums/platforms; design and conduct marketing campaigns to build awareness across media (print/online/social media)
To provide marketing support to Sales team by ensuring timely availability of Sales Promotional materials, Welcome Kits and Market Insights
Business and Market Intelligence
To provide inputs to the team on the business scenarios on a regular basis; developed Market insights to help business in forecasting and revenue projections; Share market insights across teams
To work in close coordination with sales team to develop accounts with a greater emphasis on Key Accounts and Consortiums (NTRMEDNET and HELINET). To provide strategic inputs to the team whether account wise or business as a whole. Taking customer-centric approach design key campaigns which generate leads and hence translate into business.
To manage , train, groom and develop a high performance team of customer engagement managers, who can collaborate and work with members from across teams to drive product usage, engage our customer in meaningful manner and drive the growth of our businesses.
To identify new opportunities for expansion of E-Business especially regions which were relatively unexplored. Conduct customized campaigns for Pharma Accounts/ Consortia Accounts and products like Back files for upsell/cross-sell opportunities. Work extensively towards the development of Single-Sign On gateway for NBE with vendor, provide inputs that are Specific, Detailed and Time Bound
To be successful, you’ll bring with you;
Science graduate, preferably with MBA or PGDBM from a top tier institution
5-7 years’ experience in customer engagement, trainings, marketing or any related field (a must have)
Sound Computer knowledge- MS excel, PowerPoint (a must have)
data and analytics skills - medium to advanced level (an additional advantage)
Experience in providing user training for online
solutions/ working on customer engagement in EMR's/ HealthIT (added advantage)
Good communication, negotiation & Presentation Skills (a must have)
Planning Skills (a must have)
Ability to work in a cross functional and hybrid environment