Job Description

• Manages and supports an assigned portfolio of Private Sector Education accounts, building and maintaining effective working relationships with decision makers and influencers to sustain a high level of customer satisfaction
• Engages customers proactively through phone, email and virtual channels to understand requirements, verify user experience and identify opportunities to add value
• Supports customer retention and account growth by progressing renewals, quotes and upsell or cross-sell opportunities, and by referring qualified leads to the account team
• Follows up on customer requests, open opportunities and renewal commitments through to closure, keeping customers and stakeholders updated at each stage
• Resolves customer concerns by investigating issues, coordinating internal support functions and confirming resolutions with the customer
• Collaborates with sales, marketing, customer service, finance and other cross-functional teams to deliver consistent and positive customer experience
• Maintains accurate account, contact, opportunity and activity records in Salesforce, including account and contact creation, updates and ongoing data hygiene
• Provides sales administration support, including quote preparation, order and contract documentation, and adherence to established sales processes and approval requirements
• Supports customer access, product entitlement and service enablement for Elsevier Healthcare Education products and platforms
• Prepares and maintains reports, trackers and records to support pipeline visibility, renewal tracking and day-to-day operational requirements
• Develops and maintains working knowledge of the Elsevier Healthcare Education product suite to respond to customer queries and demonstrate product value;
• Performs other related duties as assigned

Qualifications:

• Bachelor’s degree holder
• At least 2 years of Inside Sales/Account Management experience handling existing customer portfolio preferably within a prominent organization where solution and consultative selling approaches were used
• Great listener, quick thinker, and the ability to work independently and as a team
• Experience in a corporate / B2B sales environment preferred
• Able to effectively communicate (both verbal and written) and influence across global locations and teams, listening and challenging collaboratively
• Strong detail orientation with the ability to follow defined processes
• Strong time management skills
• Enthusiastic and creative with the ability to inspire others and our customers.
• Excellent communication skills with a positive attitude and a passion for delivering exceptional customer service.
• Good knowledge of Microsoft Office
• Experience in handling CRM tool is a plus (Salesforce, Oracle, Tableau)
• Proficient in MS Office suite and web-based applications.  • Working knowledge in CRM systems and DOS-based applications like Delta Live.
• Working knowledge on AI Tools (Claude)
• Ability to quickly learn and apply enterprise AI tools and technologies to support technical workflows and business objectives.

Additional Requirements for Internal Candidates:

• Must be in current role for 1 year
• Must not have received any Disciplinary Action within the past 12 months
• Must not have any Attendance and Punctuality issues in the past 12 month
• Must have a Successful or above rating in the last Enabling Performance cycle

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