Purpose of the Job:
The Senior Engagement Manager works as an account manager with the goal of building cooperative and durable partnerships with a wide variety of different types of external Content Providers to obtain content rights and to ensure content is successfully onboarded for coverage in +25 Elsevier services and solutions. Working closely with the existing Publishing Relations Management group, the Snr.EM promotes the inclusion of third party content in Elsevier services, negotiates content fees and sets up content feeds, and ensures rights and permissions are formalized contractually. The Snr. EM acts as the first point of contact for the Content Providers and is responsible for building and safeguarding a trusted relationship, and for ensuring any issues are resolved in a diplomatic and effective manner.
The Senior EM should possess a strong understanding of Customer Experience principles and drive initiatives that provides the best customer expeirnce.
This person will also in the creation of materials for customer outreach, handle logistical needs for special initiatives, working with external vendors and sponsors as needed. Work with the product and marketing teams in implementing specific needs and messaging for targeted audiences.
Works with creative design team and ensures consistency of brand messaging from the perspective of the look, feel and tone across all platforms (Email templates, Brochures, Flyers, etc.)
KRAs/Main Activities and Responsibilities:
Relationship management:
1) Successfully liaise and build sustainable relationships with content providers in order to fulfil long-term strategic goals and be considered a trustworthy partner.
2) Provide best practices and trusted guidance to support new and existing content onboarding initiatives.
3) Manage third party content providers for the purpose of assessing the ongoing behavior, performance and risk that each third-party relationship represents to the company.
4) Create branding call scripts and promote inclusion in Elsevier services and solutions to different organizations.
5) Be able to articulate Elseviers content selection policies and procedures to the wider research community.
6) Demonstrating sound governance and ownership of the quality of the engagement by ensuring this is on brand.
7) Customer experience (CX) enthusiast who delivers a smooth, unfragmented and consistent customer experience across all touchpoints and at all stages of the customer lifecycle.
Supporting content growth:
1) Onboarding of new parties and their content sets as per the strategic plan set. Support PRM in developing acquisition plan for strategic content licensing and onboarding projects.
2) Handle licensing and coverage renewal activities for selected parties.
3) Handle pricing negotiations in consultation with PRM and instigating invoice handling by AP.
4) Focus on getting best in class electronic formatted content.
Acquisition and licensing:
1) Asist PRM in instigating small and larger scale content expansions in support of products across the entire Elsevier solution portfolio.
2) Strategic planning of allocation of existing and forward content acquisition budget in in consultation with PRM
3) Consultation with PRM about developing (future) licensing models.
4) Maintain and uphold Elsevier standards around use of third-party content and protect Elseviers reputation as good citizen.
Continuous improvement:
1) Build and support engagement & project dashboards.
2) Share and distribute learnings from the engagements with internal teams, PRM, and stakeholders.
3) Create a clear (automated) workflow for most common type of queries which can be handled by providing factual information.
4) Re-direct any escalations or business development opportunities to PRM.
Developing Engagement Managers:
1) Train and mentor Junior or new EMs to become knowledgeable and able to successfully liaise and build sustainable relationships with third parties in order to fulfil long-term strategic goals. Keep them updated through continuous knowledge-sharing to bring them up to speed.
2) Develops training documentation, manuals as needed.
Functional and Technical Competencies:
Willingness to develop an in-depth understanding of the business and related services
Ability to build, foster, and maintain positive professional relationships
Devotion to high-quality customer service
Knowledge of relationship management best practices: knowledge of Salesforce preferred, or similar CRM system required
Problem-solving and conflict resolution capabilities
Networking and negotiating capabilities
Good at strategizing
Education, Knowledge, Skills and Experiences (and any other requirements):
Educational level and experience: University graduate, 5+ years working experience with excellent credentials and references in electronic publishing or relationship management or customer services.
Excellent interpersonal communication skills
Should be an excellent communicator - both oral and written
Keen analytical and research abilities
Attentive to detail and organized
Must be self-motivated, flexible and able to manage several jobs at one time.
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Elsevier is an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law. If a qualified individual with a disability or disabled veteran needs a reasonable accommodation to use or access our online system, that individual should please contact accommodations@relx.com or if you are based in the US you may also contact us on 1.855.833.5120.
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