Are you an expert in customer satisfaction and retention? About our Team Our Academic & Government team helps our communities accelerate knowledge for a better world by helping to establish, discover and advance knowledge. We do this by turning scientific discoveries into peer reviewed knowledge, hosting the world’s richest corpus of knowledge, allowing users to unlock insights from content and by measuring the quality and impact of research - turning insights into outcomes. About the Role In this dynamic role, you will support smaller institutions across Latin America, with a primary focus on Mexico. Your responsibilities will include responding to non-commercial customer inquiries, addressing support and technical issues, and ensuring that customers realize the full value of the company's solutions to encourage renewals. You will also conduct product trainings and onboarding for new customers and coordinate closely with Customer Success Managers (CSMs) in Mexico, Colombia, and Brazil to deliver exceptional service and support. Responsibilities: + Manage customer relationships to become a trusted partner - Develop new (influential) relationships - identify and nurture champions - facilitate product development through liaising between customer and product – identify requirements in relation to organizations’ ambition - navigate customer queries with relevant internal stakeholders. + Drive customer satisfaction & customer success - Delivering tailored value stories (value reinforcement) - Demonstrating product/services ROI. + Retention and Renewal - Supporting new agreements/renewals with Sales team by understanding customer needs, developing value metrics, and being advocates for Elsevier solutions. + Identify Cross-sell & upsell opportunities - Analyzing data & understanding of customer needs and ambitions (value story) while adding value based on experience. + Conduct Customer training in a scalable way - Ensure that all digital & f2f training is fulfilling a need with the customer/audience; this includes both demonstrations of products as well as workshops. + Work cross functionally – Share experiences across customer facing teams as well as the greater Elsevier organization to share success stories and ensure value proposition is clearly communicated and understood. Qualifications: + Bachelor's degree + Background in customer engagement and driving customer adoption + Mandatory proficiency in Spanish and English. Portuguese is a plus + Comfortable working in an international matrixed organization + Self-starter, organized, has initiative and strong problem-solving skills + Analytical skills and proficiency in Excel + Strong, engaging (virtual and f2f) presentation skills to large and small audiences + Fluency with technology, ability to trouble shoot and relevant product and basic/generic knowledge of wider Elsevier portfolio These are some of the benefits we are pleased to offer: + Competitive salary + 100% Work from home + Savings Found + Grocery vouchers + 30 days of Christmas Bonus + SGMM + Life Insurance + Commissions A global leader in information and analytics, we help researchers and healthcare professionals advance science and improve health outcomes for the benefit of society. #RELXJobs ----------------------------------------------------------------------- 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 , or please contact 1-855-833-5120. Please read our Candidate Privacy Policy (https://www.relx.com/careers/join-us/privacy) . RELX is a global provider of information-based analytics and decision tools for professional and business customers, enabling them to make better decisions, get better results and be more productive. Our purpose is to benefit society by developing products that help researchers advance scientific knowledge; doctors and nurses improve the lives of patients; lawyers promote the rule of law and achieve justice and fair results for their clients; businesses and governments prevent fraud; consumers access financial services and get fair prices on insurance; and customers learn about markets and complete transactions. Our purpose guides our actions beyond the products that we develop. It defines us as a company. Every day across RELX our employees are inspired to undertake initiatives that make unique contributions to society and the communities in which we operate.