Customer Advocate Shared Services

Can you collaborate with teams to implement initiatives that make a difference?

Would you like to provide first-class guidance and support to the customer?

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

You will lead a defined Market or Product segment. You support and deliver a robust Voice of the Customer feedback loop by generating user insights from feedback and data. These insights will streamline operations to improve the overall customer experience.

Responsibilities

• Ensuring our first line operations teams through training are skilled to provide optimal support to our customers. In line with our KPI's and partnership agreements;

• Keeping stakeholders up to date with all support issues and requirements plus all ongoing continuous improvement projects. which you both drive and contribute to as required to deliver process and product improvements;

• Collaborating across Sales, Product, Technology, and distribution to ensure correct prioritization of learnings from customer insights. Measuring success based on Queries per Unique Visitors and Product/Buyer NPS or other KPIs as relevant;

• Managing the delivery of contracted services to clients to ensure that SLAs and KPI in the relevant contracts are met;

• Maintaining tight control over the project schedule, risks, scope of work and budget. Ensuring that operational teams and subcontractors have a clear understanding of client requirements;

• Building and maintaining solid client relationships and providing day-to-day client advice and support;

• Promoting the organization's capabilities to clients. Identifying sales opportunities to be forwarded to the account managers and achieving contract extensions or additional business within the account(s).

Requirements

• Have working knowledge of basic concepts and procedures;

• Have proven leadership of product and/or process improvement initiatives;

• Possess customer service professionalism, able to work independently and as a team player;

• Have outstanding communication and interpersonal skills, successful in client-facing roles;

• Be able to analyze complex data and provide insights for process improvements;

• Have experience leading group trainings or demonstrations for customers.

Work in a way that works for you

We promote a healthy work/life balance across the organization. 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

We know that your well-being and happiness are key to a long and successful career. These are some of the benefits we are delighted to offer:

• Dutch Share Purchase Plan

• Annual Profit Share Bonus

• Comprehensive Pension Plan

• Home, office or commuting allowance

• Generous vacation entitlement and option for sabbatical leave

• Maternity, Paternity, Adoption and Family Care leave

• Flexible working hours

• Personal Choice budget

• Variety of online training courses and career roadshows

• Wellbeing programs and gym facility in the office

• Internal communities and networks

• Various employee discounts

• Recruitment introduction reward

• Work from anywhere

• Employee Assistance Program (global)

• Annual Event

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 , 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 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.