RELX Group Customer Engagement Manager Asia Pacific in Singapore, Singapore

Customer Engagement Manager Asia Pacific


Location: Singapore, Singapore

“Lead the way in advancing science, technology and health.”

Customer Engagement Manager Asia Pacific

Who are we?

Elsevier is a global information analytics business that helps institutions and professionals advance healthcare, open science and improve performance for the benefit of humanity. Elsevier provides digital solutions and tools in the areas of strategic research management, R&D performance, clinical decision support and professional education, including ScienceDirect, Scopus,SciVal, ClinicalKey and Sherpath.

Elsevier publishes over 2,500 digitized journals, including The Lancet and Cell, 38,000 e-book titles and many iconic reference works, including Gray’s Anatomy. Elsevier is part of RELX Group, a global provider of information and analytics for professionals and business customers across industries.

As a n Customer Engagement Manager Asia Pacific , you will ;

  • Reporting to the Sales Director of Clinical Solutions

  • Be a key role to foster customer loyalty by ensuring that our customers fully utilise the value of our solutions and services

  • Beresponsible for managing the development of retention strategies and for the daily management of assigned customer accounts, including implementation of account plans to ensure usage growth within Elsevier's core customers

  • Develop and maintain strong relationships with customers by providing educational, training and other engagement approaches that will drive product adoption and usage and result in higher customer trial conversion, renewal and retention rates

  • Be accountable for developing and maintaining key relationships to help develop an understanding of products and for lead generation

We’d love to talk … as Elsevier is the place to for YOU …

Key responsibilities include;

  • Lead customer engagement function for Asia Pacific

  • Develop customer engagement retention strategies aimed at positioning Elsevier as the superior source in meeting the customer’s medical and health science needs.

  • Work in close coordination with the Sales Director and sales teams in order to jointly achieve usage and sales targets for the region

  • Identify and facilitate the adoption of best practices across various customer engagement teams in Asia Pacific

  • Mentor and coach team member(s) to ensure all tactical tasks are carried out on time

  • Provide input into sales strategies by evaluating current product usage / behaviour within given customers / segments / territories

  • Develop and support implementation of an engagement strategy for new and existing customers, track effectiveness

  • Develop an engagement program and support implementation based on education and training incorporating online and offline media, to be used in sales and marketing channels

  • Define customer segments in terms of support level required, value and retention risk and determine appropriate level of investment

  • Work with customers to define and deliver strategies that drive onsite promotion of the products

  • Develop and deliver introductory training programs (end user training) or facilitate these session with product managers

  • Continue to build knowledge of e-products, availability of information on various web-platforms etc.

  • Develop metrics/KPI’s to track effectiveness of engagement programs

  • Develop online user support tools to drive product usage and customer engagement for existing customer

  • Develop and deliver all components of the engagement program employing best practices in training and educational services

  • Work with product development, marketing and sales to design and deliver web based tools (e.g. online tutorials, demos, videos, live help etc)

  • Create topical customer specific webinars or other remote educational or training tools

  • Work with design/print agencies to define and deliver offline materials such as presentations, user guides or other support materials

  • Work with sales development / trainers and customers to ensure effective deployment of onsite programs

  • Contribute input toward sales training/product certification where required

  • Usage reporting

  • Explain usage to users/administrators; where they can get information, how to interpret etc.

  • Regular tracking and monitoring of the usage statistics of various products – hitting defined target for year-on-year account usage growth

  • Reporting to sales managers the usage statistics with identification of any accounts that need attention

  • Taking the appropriate corrective measures in cases where usage is below target or below comparative institutional size

  • Build customer relationships and foster product user communities

  • Enhance visibility of e-products/HS/Elsevier in the marketplace through trade shows, conferences and other public events

  • Ensure robust workflows to capture customer and user feedback generated from the community activities

  • Identify and appoint “champion” users at target (top) accounts

To be successful, you’ll bring with you;

University Degree or equivalent work experience in information and/or health sector

7-10 years’ experience in training delivery and/or customer support roles

track record of delivering successful customer retention or education programs

Proven experience running print & digital Marketing campaigns

Knowledge of the Health Sciences market at the supplier, end-user, society or institutional level

Knowledge of electronic publishing

Strong understanding of user needs and a history of effectively addressing them

Specific industry knowledge ( medical, health, pharma) desired