• Take part in new client integrations and manage one or several accounts simultaneously • Act as the main point of contact between clients and internal support teams • Ensure support processes meet agreed KPIs, SLAs, QA standard • Monitor service quality, team discipline, and performance via internal and external QA tools • Analyze key metrics, prepare reports, and identify areas for improvement • Gather client feedback and translate it into actionable improvements for internal teams • Work closely with internal teams to ensure seamless service delivery • Maintain internal product and process documentation • Support hiring, onboarding, and professional growth of team members • Take a leadership role within projects and contribute to long-term client success.

• Manages client relationships and daily administration of assigned Global Capital Markets (GCM) accounts • Serves as main point of contact with the client and internal and external service partners • Participates in development and delivery of innovative products and/or services • Monitor relevant administrative and operational systems, databases, and activity related to accounts • Review, analyze and provide comments to counsel related to negotiation and drafting of operative documents and agreements • Ensure coordination of activities related to monitoring risks and ensuring regulatory compliance • Research and resolve issues related to control and client service aspects of assigned accounts • Work with external parties to structure and close GCM transactions in a timely manner • Complete various account administration activities including timely cash flow execution and fee billing • Evaluate fees for suitability and conformance with fee schedules • Manage relationships and cultivate current and prospective clients • Provide coverage and support for other Relationship Managers • Represent GCM at transaction closings and client meetings • Participate on Divisional and Departmental projects as assigned • Direct and/or monitor less experienced Relationship Managers and Client Administrators • Identify risk-related issues needing escalation to management • Design, implement, maintain and enhance internal controls to mitigate risk

• Support maintenance of the assigned account(s) by effectively managing contracts and up-sell/cross-sell opportunities • Actively network within existing client contacts for any new business/prospects • Organizing client and internal kick off calls, developing insightful proposals and delivering strategic sales communications • Consulting with clients on sample design and business issues. • Provide superior customer service by working with Project Managers and Research Managers to execute project specifications and deliver quality results to clients • Resolving sales or delivery issues with client and Operations teams • Managing bid requests, and ensuring proper and timely delivery • Collaborating with partners and vendors to ensure seamless project execution • Act as the liaison between Sales and Project Managers on all projects. • Light travel (possibly with a sales VP) to support onsite client visits as well as earn and develop business by presenting capabilities. • Maintaining personal quota while delivering on the above

• Developing and delivering proactive engagement strategies, health checks, and business reviews. • Analyzing product usage and satisfaction to ensure renewals and long-term value. • Identifying risk signals early and taking action to mitigate churn. • Negotiating contracts that are mutually beneficial to both the customer and Elsevier. • Identifying upselling and expansion opportunities aligned with customer goals. • Positioning additional Clinical Solutions products to meet emerging needs through consultative selling. • Leading sales motions from discovery through negotiation and closing. • Building deep, trusted relationships with stakeholders across clinical, administrative, and IT functions. • Serving as a consultative partner aligned to client objectives. • Studying market trends and becoming an industry expert within your designated health system region. • Owning the end-to-end sales process for renewals and expansions. • Coaching sales executives on expansion opportunities that meet customer needs. • Forecasting accurately and managing pipeline using Salesforce CRM. • Working closely with Sales Executives and Customer Success to drive results. • Sharing market feedback and helping shape product improvements. • Supporting coaching, mentoring and training of new team members on occasion.