Customer Engagement Manager, Physician Specialty Solutions - Americas

About the Role

We are looking for a Customer Engagement Manager to join the Physician Specialty Solutions (PSS) team, supporting hospitals and healthcare professionals across the Americas, with a primary focus on U.S. accounts and additional support for Latin America.

The position plays a critical role in ensuring customers realize maximum value from Elsevier’s PSS portfolio by driving adoption, usage, retention, and long‑term satisfaction. The role acts as a strategic partner to Account Managers, customers, and internal stakeholders, with a strong focus on renewals, usage optimization, and value demonstration rather than new business sales.

The position will work closely with dedicated U.S. Account Managers (approximately 80% of the role) and provide additional support to LATAM accounts (approximately 20%).

Key Responsibilities

Customer Engagement & Value Realization

• Increase awareness of the capabilities and value of Physician Specialty Solutions among healthcare professionals, medical information specialists, and hospital stakeholders.
• Demonstrate the value of PSS solutions within the context of hospital strategic and quality objectives.
• Serve as a trusted point of contact for customers, supporting them in understanding, adopting, and maximizing the use of PSS platforms.
• Conduct remote customer trainings, train‑the‑trainer sessions, and occasional onsite trainings for large or strategic accounts.
• Organize and deliver customer communications related to product updates, new features, and best practices.
• Leverage AI‑powered analytics and digital health tools to proactively identify customer needs and optimize the customer experience.

Usage Analytics, Performance Monitoring & Reporting

• Monitor usage and product performance, establishing and promoting best practices for platform adoption.
• Analyze user behavior (e.g., number of users, frequency of use, feature adoption) to assess whether customers are extracting full value.
• Develop and implement mitigation and action plans when usage is below expectations.
• Provide qualitative and trend‑based usage reporting to customers and internal stakeholders, including:
  • Global Sales Manager – Physician Specialty Solutions
  • NOAM Account Managers
  • LATAM Regional Managers
• Track, analyze, and report customer feedback to account teams and product development.

Sales Coordination & Account Collaboration

• Coordinate closely with the account owner across the Americas to support renewals across the full PSS portfolio.
• Work with Account Managers and account teams to develop and execute renewal plans.
• Identify cross‑sell and upsell opportunities during customer interactions and share insights with Account Managers.
• Interact with Product Development, Marketing, and Sales teams to provide market feedback and customer insights.

Renewals & Existing Business Management

• Create and execute a territory‑level renewal strategy for assigned regions, involving sales, marketing, product, and sales support teams.
• Manage and maintain the renewals pipeline, ensuring structured follow‑up and prioritization across large and small accounts.
• Support renewals negotiations for large or national agreements managed by NOAM Account Managers and the Global Sales Manager PSS LATAM.
• Provide data, insights, and analysis to support business cases for customer renewals.
• Protect and grow existing business by developing a solid understanding of the competitive landscape.
• Manage renewals independently for smaller accounts, while sharing identified growth opportunities with regional sales teams.

Product & Domain Expertise

• Act as a key expert on the PSS suite, maintaining deep knowledge of products, functionality, and roadmap.
• Develop strong expertise in radiologist and pathologist workflows, using global references and best practices to support customers.
• Stay informed on developments in the healthcare, medical education, and digital health landscape.
• Provide continuous feedback to Product and Marketing teams to support strategic sales and product objectives.
• Collaborate with technical teams to incorporate customer feedback into AI‑driven product enhancements.
• Maintain awareness of emerging AI technologies in healthcare and provide strategic insights to keep solutions at the forefront of innovation.

Profile & Experience

Required

• Professional‑level English proficiency (spoken and written); ability to communicate confidently with U.S.‑based stakeholders.
• Strong experience in customer engagement, customer success, account support, or similar roles.
• Proven ability to manage multiple accounts simultaneously, balancing high‑value and smaller accounts in a structured way.
• Strong analytical mindset with the ability to interpret usage data and customer insights.
• Excellent communication and stakeholder management skills.

Highly Desirable

• Experience in healthcare, life sciences, medical education, or digital health environments.
• Familiarity with radiology and/or pathology workflows.
• Experience supporting renewals‑focused roles rather than new business sales.
• Spanish proficiency (for LATAM support).

A clinical or scientific degree is not mandatory, but experience working within healthcare contexts is considered a strong advantage.