Responsibilities
•Manages and supports an assigned portfolio of Private Sector Education accounts, building and maintaining effective working relationships with decision makers and influencers to sustain a high level of customer satisfaction
•Engages customers proactively through phone, email and virtual channels to understand requirements, verify user experience and identify opportunities to add value
•Supports customer retention and account growth by progressing renewals, quotes and upsell or cross-sell opportunities, and by referring qualified leads to the account team
•Follows up on customer requests, open opportunities and renewal commitments through to closure, keeping customers and stakeholders updated at each stage
•Resolves customer concerns by investigating issues, coordinating internal support functions and confirming resolutions with the customer
•Collaborates with sales, marketing, customer service, finance and other cross-functional teams to deliver consistent and positive customer experience
•Maintains accurate account, contact, opportunity and activity records in Salesforce, including account and contact creation, updates and ongoing data hygiene
•Provides sales administration support, including quote preparation, order and contract documentation, and adherence to established sales processes and approval requirements
•Supports customer access, product entitlement and service enablement for Elsevier Healthcare Education products and platforms
•Prepares and maintains reports, trackers and records to support pipeline visibility, renewal tracking and day-to-day operational requirements
•Develops and maintains working knowledge of the Elsevier Healthcare Education product suite to respond to customer queries and demonstrate product value
•Performs other related duties as assigned
Qualifications
•Bachelor's degree holder
•At least 2 years of Inside Sales/Account Management experience handling existing customer portfolio, preferably within a prominent organization where solution and consultative selling approaches were used
•Great listener, quick thinker, and the ability to work independently and as a team
•Experience in a corporate / B2B sales environment preferred
•Able to effectively communicate (both verbal and written) and influence across global locations and teams, listening and challenging collaboratively
•Strong detail orientation with the ability to follow defined processes
•Strong time management skills
•Enthusiastic and creative with the ability to inspire others and our customers
•Excellent communication skills with a positive attitude and a passion for delivering exceptional customer service
•Good knowledge of Microsoft Office
•Experience in handling CRM tool is a plus (Salesforce, Oracle, Tableau)
•Proficient in MS Office suite and web-based applications; working knowledge in CRM systems and DOS-based applications like Delta Live
•Working knowledge on AI Tools (Claude)
•Ability to quickly learn and apply enterprise AI tools and technologies to support technical workflows and business objectives
Additional Requirements for Internal Candidates
•Must be in current role for 1 year
•Must not have received any Disciplinary Action within the past 12 months
•Must not have any Attendance and Punctuality issues in the past 12 months
•Must have a Successful or above rating in the last Enabling Performance cycle
We are delighted to offer country specific benefits, accessible via a link specific to the candidate's location.
