Academic Success Manager
Are you skilled in driving meaningful engagement to achieve client success?
Are you passionate about helping academic institutions maximize the value of innovative healthcare education solutions?
About our Team
Elsevier Health applies innovation, facilitates insights, and helps drive more informed decision-making for our customers across global health. We support health providers by providing accessible, trusted evidence-based information; prepare more medical and nursing students with effective tools and resources; provide insights that help clinicians improve patient outcomes; and support a more personalized and localized healthcare experience. All for the benefit of every patient outcomes.
About the Role
The Academic Success Manager (ASM) is responsible for driving customer retention, renewals and account growth for Elsevier Health's education solutions across Queensland, Western Australia and Northern Territories
With a primary focus on protecting and renewing existing business and identifying upselling opportunities, the ASM works closely with academic institutions to ensure successful adoption, continued engagement and value realization of Elsevier's education solutions. Serving as a trusted advisor to universities, medical schools, nursing schools and other healthcare education institutions, the ASM builds strong relationships with academic stakeholders, supports faculty enablement and demonstrates the ongoing value of Elsevier's solutions.
The ASM collaborates closely with Sales, Product, Training and Support teams to maximize customer satisfaction, secure renewals and identify opportunities for account expansion.
This is a full-time and permanent role based in our Brisbane office.
Responsibilities
1. 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.
2. 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.
3. 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.
4. 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.
5. 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.
6. 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.
Requirements
- Bachelor's degree in 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.
- Willingness to travel across assigned markets.
Work in a way that works for you
We promote a healthy work/life balance across the organisation. We offer an appealing working prospect for our people. With numerous well-being initiatives, shared parental leave, study assistance and sabbaticals, we will help you meet your immediate responsibilities and your long-term goals.
Working for you
We know that your wellbeing and happiness are key to a long and successful career. These are some of the benefits we are delighted to offer:
- 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.
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.
We know your well-being and happiness are key to a long and successful career. We are delighted to offer country specific benefits. Click here to access benefits specific to your location.
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