Academic Success Manager
Job Description
About the Company
Elsevier is a global information analytics company that helps institutions and professionals progress science, advance healthcare and improve performance for the benefit of humanity. We serve the research, academic and clinical communities through the application of technology and analytics to content. In this way, we empower those communities to contribute to social progress, to enhance human well-being and to share and expand the breadth of human knowledge.
About the Job
Drive renewals across the LATAM region by ensuring customer satisfaction and high NPS through faculty and student engagement. Drive customer outcomes through usage, adoption, and strong implementation.
Responsibilities
Be the trusted partner for our customers, creating opportunities to improve educational outcomes by integrating our platforms into their daily practice (including train the trainer and end user sessions)
Build engagement plans for key accounts, partnering with customers on achieving agreed educational goals and driving usage tied to outcomes. Review plans for alignment during the year (e.g., midyear).
With existing customers, develop creative initiatives to strengthen satisfaction, increase usage, expand market presence, and build strategic relationships.
Monitor adoption metrics and proactively track usage to generate actionable customer insights and prevent risks.
Monitor the renewals pipeline and targets, partnering closely with Account Managers on key engagement actions to ensure successful renewals
Identify risks early and develop plans to strengthen satisfaction and usage in alignment with customer needs.
Identify upsell and cross-sell opportunities and collaborate with Account Managers to develop them
Lead onboarding and implementation
Requirements
Demonstrated ability to work with a high level of autonomy and ownership, proactively managing priorities, decision-making, and deliverables in a fast-paced environment.
Strong results-oriented mindset with a high sense of accountability, consistently driving initiatives to completion while meeting business goals and performance expectations.
Proven experience in customer relationship management, building trusted partnerships with stakeholders and ensuring a high level of customer satisfaction and engagement.
Strategic and analytical thinking skills, with the ability to interpret data, generate insights, support decision-making, and translate business needs into actionable plans.
Collaborative and innovative profile, comfortable working cross-functionally and leveraging AI-driven tools and technologies to improve efficiency, processes, and business outcomes.
Fluency in both English and Spanish is required, as this role supports the LATAM region.
* This is a home based position based in either Rio de Janeiro or São Paulo.
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