Job Title: Customer Success Manager Location: Cambridge (hybrid options available) Are you passionate about developing and maintaining positive customer relationships? Do you have an excellent technical acumen and a desire to learn new products? About our Team Researchfish (part of Elsevier UK) is the leading provider of research impact tracking software. Based just outside of Cambridge, UK, we make it easy for researchers, universities, and funders to gather, present, explain, and evaluate the academic, social, and economic impact of their research. Our unique technology enables funders to better track and understand their research and enables them to advocate for further investment into both science and arts. We capture outcomes of research beyond academic publications, reach a wide range of stakeholders, and collaborate and benchmark within the client community.Our customers are mainly research funders, charities, research organisations and research centres, and we're looking for a new Customer Success Manager to join the Customer Team to help look after them. About the Role The primary goal of this role is to cultivate and manage customer relationships on the Researchfish platform ensuring customer success and a positive experience. You'll be the initial point of contact for customer queries, working to maximize the value they derive from the platform and secure renewals. Responsibilities - Developing and maintaining relationships for customer satisfaction and revenue growth. - Ensuring seamless onboarding of new customers using established best practices. - Conducting regular touchpoint meetings to understand customer needs and foster ongoing engagement. - Monitoring and escalating support calls and platform issues, managing customer expectations. - Collaborating for account renewals and contract compliance with cross-functional teams. - Contributing to projects, assisting the development team, and working with customers on new data collection areas. - Promoting best practices to help customers maximize Researchfish product and service usage. Requirements - Have proven experience in customer success management or account management. - Have excellent customer facing skills including communications, diplomacy and general influencing skills. - Have proven experience of developing and maintaining productive relationships with customer representatives. - Have significant experience of customer relationship management systems. - Be able to work individually and effectively manage own discrete areas of work. - Ability to multitask - managing multiple accounts and priorities (supporting project work) - Have experience of creating and delivering communication through a variety of channels as appropriate for the target stakeholder group. - Have excellent technical acumen, be eager and quick to learn new products and technologies. Work in a way that works for you We promote a healthy work/life balance across the organisation. We offer an appealing working prospect for our people. With numerous wellbeing initiatives, shared parental leave, study assistance and sabbaticals, we will help you meet your immediate responsibilities and your long-term goals. - Working remotely and from our office in a flexible hybrid style - 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: - Generous holiday allowance with the option to buy additional days - Health screening, eye care vouchers and private medical benefits - Wellbeing programs - Life assurance - Access to a competitive contributory pension scheme - Long service awards - Save As You Earn share option scheme - Travel Season ticket loan - Electric Vehicle Scheme - Optional Dental Insurance - Maternity, paternity and shared parental leave - Employee Assistance Programme - Access to emergency care for both the elderly and children - RECARES days, giving you time to support the charities and causes that matter to you - Access to employee resource groups with dedicated time to volunteer - Access to extensive learning and development resources - Access to employee discounts scheme via Perks at Work 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. We harness innovative technologies to support science and healthcare to partner for a better world. 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. Please read our Candidate Privacy Policy (https://www.relx.com/careers/join-us/privacy). RELX is a global provider of information and analytics for professional and business customers across industries. We help scientists make new discoveries, lawyers win cases, doctors save lives and insurance companies offer customers lower prices. We save taxpayers and consumers money by preventing fraud and help executives forge commercial relationships with their clients. In short, we enable our customers to make better decisions, get better results and be more productive.