The Customer Success Specialist will provide support and act in the internal requests of the sales team in addition to serving customers with the preparation of records and opportunities in the company's systems, support and/or forwarding of customer demands from the existing base in order to improve client satisfaction.
Job Responsibilities: The specific responsibilities associated with the position are as follows:
Developing and executing a user engagement plan, ensuring the best possible usability of the solutions and increasing customer satisfaction and retention;
Meeting internal demands of the sales team in the preparation of records and opportunities in the CRM system;
Direct customer service;
Delegation of customer requests to the person responsible for resolving each case;
Post sales assistance according to the characteristics of the products;
Application of standard or requested (custom) training by the client;
Support the sales team in product presentations and proposals when necessary;
Participation in events and visits when necessary to demonstrate products and capture new leads, generating new opportunities;
Generate usability report to Elsevier’s customer base;
First contact with new leads/opportunities;
Scheduling meetings and prior demonstration of products facilitating the sales process that will be carried out by the person in charge of the appropriate territory;
Key Competencies Required:
· Self confidence & Dynamism
· Product knowledge
· Customer focus & Empathy with the customer
· Negotiation & Objectivity
· Thinking and acting under pressure
· Planning & Prioritize effectively
· Practical problem solving
· Collaboration and Teamwork
· Good communication & relationship with people
· English
· Higher education in Healthcare or Business Administration or related areas
· Preference to be based in the city of São Paulo, Brazil
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