Product Solutions Specialist (West Coast) (SCI0012U) San Diego, California

Elsevier is the world's leading provider of scientific, technical and medical (STM) information, tools and resources. A global company based in Amsterdam, Elsevier partners with scientists, researchers, healthcare providers, educators and decision-makers in academic institutions, governments and corporations to help them find, evaluate and use information. Our breadth of content is unparalleled, spanning virtually every STM field in the world and includes such distinguished brands as Gray's Anatomy, The Lancet and Cell. Using innovative technology, we deliver our content through tools that help our customers be more productive and successful in their work. ScienceDirect delivers the worlds' leading journals electronically to over 11 million readers in 200 countries. And physicians in 95 percent of teaching hospitals rely on MD Consult to get critical information that can save lives. Elsevier employs over 7,000 people in more than 70 offices worldwide. We are an employer of choice, attracting and developing talented and creative people who thrive in a challenging and fast-paced environment. We offer an excellent compensation and benefits package as well as a real opportunity for career growth in a growing organization. Elsevier is an Equal Opportunity / Affirmative Action Employer.

Job Purpose:

Solution Specialist is the face of ELS/QUOSA for new implementations as well as major upgrades, and consulting projects. He/She carries out customer implementation projects, leads or supports deployments of customized solutions and workflows and supports product marketing by contributing user stories and acceptance criteria. Besides that he/she will work closely with customers to assist in the adoption of and continued use of QUOSA products to deepen the relationships focused on pre and after sales support (incl. renewal collaboration). Internal he/she works with prospects (and account team) to present QUOSA capabilities and supporting sales and marketing activities if needed. He/she is also responsible for trial set up, providing usage statistics and generic training for new customers to demonstrate the value proposition of the QUOSA products. Works closely with Global Sales and Marketing, Product Marketing, Professional Services and Business Technology Services (incl. customer support) Solution Specialist works closely with Sales, but also with Products Marketing and Business Technical Services. He/She is an expert in specific customers’ fields such as Medical Affairs, Medical Devices or Pharmacovigilance and has an outstanding knowledge how to use the QUOSA products in these fields focused on maintaining relationships with existing customers and fostering new relationships with prospects. This position is based in our San Diego office or on the West Coast. The role is full-time and requires 50 % ability to travel (domestic and international). Place: Amsterdam, US East Coast, US West Coast and US Middle West.

Main Activities and Responsibilities/Complexity:

 Customer pre and after sales support
• Defines requirements for QUOSA Products and supports customers by managing the specifications in a way that only necessary customization and professional service requests will be valuated
• Collaborates with QUOSA Product Development on new functionality required by customers
• Develops customer specific trial set up for large prospects to demonstrate value proposition if needed
• Tracks, analyzes and reports on customer feedback to Sales and Product Marketing
• Collaborates with Sales on customer retention by flagging potential issues and assisting with the response plan

Implementation support
• Map existing and define new and improved workflows and processes for optimal usage of QUOSA functionality
• Builds and cultivates relationship with key users to manage the QUOSA deployment on the customer side
• Project management for complex implementations to deploy configuration, develop task lists, coordinates and works with customer IT and Program Office on installs, hosted service issues, documentation and usage training
• Consult with customers and set up alerts and other new workflows as part of new deployments/major upgrades that require additional configurations as per the license or as additional professional services revenue
• Collaborate with Technical Support to deploy and test new and revised configurations as per customer specification

Professional Services & on-going activities
• Provides role specific training of QUOSA customized workflows as per the license or as additional professional services revenue
• Works with vendors to support customers’ requirements (e.g. document delivery vendors, CCC, link resolvers, database platforms, etc.)
• Manage customization/professional service projects including requirements definition, evaluation of effort, establishing target delivery date, providing services as appropriate (e.g. consultation or PDF imports) and validating delivery
• Support and validate customer specific releases and the deployment of new customer specific functionality
• Develop and maintain database of customer specific requirements and workflows
• Work with Technical Support to facilitate speedy resolution of customers’ questions/issues and that customers’ server based components are kept updated using the preferred issue tracking system

• Conducts training needs assessments and develops and delivers generic training materials including on-site presentations, webinars, videos, FAQ’s for the overall portfolio and new releases
• Provides generic training for new and existing customers and for internal sales colleagues, on-site and via web conferencing tool
• Develops and maintains database of outlines, decks, exercises, and other training materials for use by the entire team

Customer Support
• Supports deployment of generic implementations and new generic releases of the products
• Specify requirements, monitors & supports customer trial support (including verification that trial configuration is operational)
• Builds and cultivates relationship with key users and facilitates customer group sessions when necessary
• Works with customers to assist and support them for example based on campaigns and the deployment of new related generic releases
• Set up alerts and other new workflows based on out of the box capabilities as part of campaigns or deployment of standard workflows (and document workflows)
• When encounters issues during work with customers or while engaged in other activities, provides issue report to TS in the preferred format using the preferred issue tracking system
• Monitors and tracks customer reporting based on SLA’s and gives when necessary feedback to the customer

Collaboration with Marketing, Sales and Product Development
• Attends (and where possible presents) industry events/conferences as a product expert on the request of Sales to enhance visibility of QUOSA by providing presentations and demo’s
• On an on-going basis supports Product Marketing to inform customers about new functionality and functionality that has not yet been deployed
• Communicates customer requests for enhancements to product development as user stories wherever possible using Bugzilla, Jira and other relevant systems
• Serves as product expert to support marketing and product management to define new functionality
• Works with Global Sales to develop trial success criteria and by the creation of blue sheets and to execute the Trial Experience to increase conversion to sale by understanding customer needs to evaluate a product
• For high visibility meetings/major prospects, works with Sales to attend and present the technical demo
• Proactively monitors & supports key strategic accounts and create relevant customer and market feedback that Global Sales can use to develop detailed retention/renewal plans
• Drive usage by establishing usage goals and systematically monitor usage against targets and develops mitigation plan when usage is not meeting objectives
• Tracks, analyses and reports on customer feedback to Sales and Product Marketing
• Develops and maintains customer performance metrics like usage KPI’s and trial conversions
General Knowledge and Technical Skills:

• Experience in training, customer development and sales preferred
• Understanding of pharmaceutical, bio-technological, medicinal chemistry workflows in a literature management software environment is required
• Understanding of the life science (or comparable) market is a strong plus;
• Previous instructional/training and consulting experience
• Experience with web-based online products
• Knowledge of Project Management principles is a strong plus

Required Education and Experience:

• Bachelor level education (MSI or relevant equivalent preferred)
• 5+ years in a customer-facing role (preferably B2B).
• Language skills: fluent English (oral and written), other languages desirable,
• Strongly preferred:
      o Experience within pharma, chemical and health care industry
      o Awareness of current technology

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