RELX
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relx.com
Job details:
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About Our Team
Elsevier Health applies innovation, facilitates insights, and helps drive more informed decision-making for our customers across global health. We support health providers by providing accessible, trusted evidence-based information; prepare more medical and nursing students with effective tools and resources; provide insights that help clinicians improve patient outcomes; and supports a more personalized and localized healthcare experience. All for the benefit of every patient.
About the Role The Academic Success Manager (ASM) is responsible for driving adoption, retention, and growth across a portfolio of academic institutions. The role combines three critical strengths — learning design and pedagogy, deep customer knowledge, and product fluency — and makes the connections between them explicit to every stakeholder. Working proactively rather than reactively, the ASM ensures each institution realises measurable teaching and learning value, from onboarding through renewal and expansion.
Key Responsibilities
Customer success & account growth
- Own account health and act proactively — anticipate problems before they arise and address adoption risk long before renewal.
- Front-load effort in the first 90 days of new business onboarding or post-renewal, and begin renewal conversations at least six months in advance.
- Maintain a clear engagement and growth plan for each account, including upsell opportunities, new departments, and additional product fits positioned in a way leadership can approve.
- Use usage data and pattern recognition to detect warning signs early and drive action when adoption is slow.
Relationship management & stakeholder engagement
- Build trust across multiple levels — Deans, programme leads, unit coordinators, and individual educators — working both top-down and bottom-up.
- Coordinate misaligned internal stakeholders (faculty, library, IT, and leadership) so the institution receives a single, workable plan.
- Collaborate with EPSMs and internal teams to avoid overwhelming academics with duplicated meetings or blurred objectives.
- Handle difficult conversations and escalations professionally, documenting facts, timelines, and next steps clearly.
Training, onboarding & facilitation
- Deliver use-case-based training mapped to each institution’s learning objectives and curriculum workflows — not feature walkthroughs.
- Help faculty answer: “How does this make my teaching easier or my students better prepared?”
- Develop scalable onboarding resources (e.g., digital rooms) that provide ‘just in time’ training and reduce dependency on annual in-person sessions.
Required Skills & Competencies
- 6- 10 years of experience in Academic Digital Product B2B Sales.
- Learning design & pedagogy: deep understanding of teaching practice, curriculum design, and the accreditation process, with the credibility to speak to academics at all levels.
- Customer knowledge: understanding of each institution’s blockers, faculty workflows, constraints, and academic pressures — and of who the right stakeholders are, beyond library or IT.
- Product knowledge: fluency across the product suite (breadth over depth), translating features into teaching use cases and tying every session to a real teaching or learning problem.
- CRM & data proficiency: strong use of customer tooling for reporting, account insights, adoption metrics, and engagement tracking.
- Planning & execution: QBR preparation, understanding of regional academic calendars and institutional timelines, and readiness of all materials ahead of engagements.
- Communication: a confident presenter, patient trainer, and active listener, comfortable simplifying complex concepts for diverse audiences.
- Market intelligence: feeds trends, product usage insights, and customer pain points back to commercial and product leads.
- Resilience: in slower, relationship-driven markets, persistence and maintaining goodwill are as important as technical skill.
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 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
Benefits
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:
- Comprehensive Health Insurance: Covers you, your immediate family, and parents.
- Enhanced Health Insurance Options: Competitive rates negotiated by the company.
- Group Life Insurance: Ensuring financial security for your loved ones.
- Group Accident Insurance: Extra protection for accidental death and permanent disablement.
- Flexible Working Arrangement: Achieve a harmonious work-life balance.
- Employee Assistance Program: Access support for personal and work-related challenges.
- Medical Screening: Your well-being is a top priority.
- Modern Family Benefits: Maternity, paternity, and adoption support.
- Long-Service Awards: Recognizing dedication and commitment.
- New Baby Gift: Celebrating the joy of parenthood.
- Subsidized Meals in Chennai: Enjoy delicious meals at discounted rates.
- Various Paid Time Off: Take time off with Casual Leave, Sick Leave, Privilege Leave, Compassionate Leave, Special Sick Leave, and Gazetted Public Holidays.
- Free Transport pick up and drop from the home -office - home (applies in Chennai)
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.
We know your well-being and happiness are key to a long and successful career. We are delighted to offer country specific benefits. Click here to access benefits specific to your location.
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