[Hiring] Academic Success Manager @RELX

Role Description

The Academic Success Manager (ASM) is responsible for driving customer retention, renewals, and account growth for Elsevier Health's education solutions across Singapore, Malaysia, Indonesia, and South Korea.

• Focus on protecting and renewing existing business and identifying upselling opportunities.
• Work closely with academic institutions to ensure successful adoption, continued engagement, and value realization of Elsevier's education solutions.
• Build strong relationships with academic stakeholders, support faculty enablement, and demonstrate the ongoing value of Elsevier's solutions.
• Collaborate closely with Sales, Product, Training, and Support teams to maximize customer satisfaction, secure renewals, and identify opportunities for account expansion.

Responsibilities

• Drive Customer Retention and Renewals
  • Proactively manage customer relationships to support timely renewals and minimize customer churn.
  • Develop and execute customer success plans that strengthen engagement, adoption, and long-term retention.
  • Identify renewal risks early and implement appropriate customer engagement and recovery strategies.
  • Collaborate with Sales and internal stakeholders to ensure successful renewal outcomes.
• Build and Strengthen Academic Relationships
  • Develop trusted relationships with academic leaders, faculty members, and key institutional decision-makers.
  • Identify and nurture academic champions who advocate for Elsevier Health education solutions.
  • Understand institutional priorities, curriculum requirements, and evolving educational needs.
• Drive Product Adoption and Value Realization
  • Support onboarding and ongoing adoption of Elsevier Health education solutions.
  • Work with faculty members to integrate digital learning resources into teaching and learning activities.
  • Monitor product usage, engagement, and customer feedback to identify adoption gaps and improvement opportunities.
  • Demonstrate continued value through usage insights, customer success stories, and academic outcomes.
• Deliver Faculty Training and Enablement
  • Conduct online and face-to-face product demonstrations, training sessions, and workshops.
  • Support educators in maximizing the effectiveness of Elsevier's digital education solutions.
  • Develop scalable customer engagement and enablement initiatives to improve adoption and satisfaction.
• Identify Upselling and Account Expansion Opportunities
  • Identify opportunities to expand existing customer subscriptions, product usage, and institutional adoption.
  • Recommend relevant Elsevier Health education solutions based on customer needs and academic priorities.
  • Collaborate with EPSM and Esales Teams to develop and progress upselling opportunities within existing accounts.
  • Leverage customer relationships, usage insights, and institutional feedback to support account growth.
• Foster Cross-Functional Collaboration
  • Work closely with Sales, Product, Marketing, Training, and Customer Support teams to ensure a consistent customer experience.
  • Share customer feedback, market insights, and success stories to support continuous improvement.
  • Coordinate internal resources to resolve customer challenges and strengthen long-term partnerships.

Qualifications

• Bachelor's degree in Education, Healthcare, Life Sciences, Business, or a related discipline.
• 5 years of experience in customer success, account management, academic engagement, or education technology.
• Experience engaging universities, medical schools, nursing schools, or healthcare education institutions would be advantageous.
• Understanding of subscription-based digital solutions, customer retention, and renewal processes.
• Strong relationship management, communication, presentation, and negotiation skills.
• Ability to interpret customer usage data and identify risks and growth opportunities.
• Experience conducting product demonstrations, customer training, and workshops.
• Ability to work independently and collaborate effectively across regional teams.
• Verbal and written fluency in English and Korean.
• Willingness to travel across assigned markets.

Benefits

• Long Service Award: Recognition for your dedication and loyalty.
• Flexible Working Arrangements: Balance work and personal life effectively.
• Access to Learning and Development Resources: Empowering your professional growth.