Olivier Diesnis

Customer Relationships: A Month in the Life of an Elsevier Account Development Manager

Since 2003, Frenchman Olivier Diesnis has served as an account development manager (ADM) for Elsevier. His territory includes southern European countries from Portugal to Turkey, the Middle East and Africa. Library Connect’s Daria DeCooman, account development and channel marketing manager for Elsevier in San Diego, interviewed Olivier to find out more about what his job involves.

Library Connect: In a nutshell, how would you describe the work of an Elsevier ADM?

Olivier Diesnis: We work closely with librarians to ensure long-term relationships with Elsevier and act as consultants, helping promote use of e-resources.

LC: What's the pace like in your job?

Diesnis: Hectic and dynamic! Most months, I travel 70 to 80 percent of the time.

LC: Please walk us through a typical month, in the life of an ADM.

Diesnis: Usually, I attend a library conference, visit universities, and give presentations at seminars. I also work closely with sales and customer service to ensure requests are followed up.

LC: How many institutes, librarians and languages might you encounter in a given month?

Diesnis: I meet representatives of around 25 institutions across 6 countries every month. Organizing regional or national Library Connect seminars means I and other Elsevier ADMs reach many librarians. I also work with four freelance trainers based in Spain, Italy, Turkey and South Africa. Employing them allows us to offer presentations and events in a range of local languages.

LC: How do you measure your success as an ADM?

Diesnis: Happy customers. Close relationships with librarians. Trust between librarians and myself and Elsevier. Increased use of Elsevier electronic products or acquisition of additional products.

LC: What do customers talk to you about? What do they expect from an ADM?

Diesnis: We discuss their needs and worries, and plans regarding digital libraries. Librarians expect excellent customer service, training and the latest information on new developments within Elsevier.

LC: What value do you think ADMs offer our customers?

Diesnis: Opportunities for librarians to keep abreast with developments at Elsevier and with initiatives led by their peers. Library Connect seminars facilitate communication across institutes and geographic areas. Librarians are always eager to find out about projects undertaken by their peers or Elsevier at home and abroad.

LC: What value do your customer interactions bring to Elsevier?

Diesnis: We listen to librarians’ needs and inform Elsevier. This customer feedback often leads to innovation in product development and improvement in Elsevier policies.

LC: What’s an amazing place you’ve visited as an ADM?

Diesnis: Ataturk University in Erzurum, one of Turkey’s largest universities. Erzurum lies 2,000 meters above sea level in eastern Turkey. No other publisher had ever given a presentation there and 250 librarians attended our Library Connect seminar. Also, Sultan Qaboos University in Oman. The university, located outside the capital Muscat, gives the feeling of really being in the middle of the desert.

LC: What prepared you for this job?

Diesnis: Working in an Elsevier publishing group from 2001-2003, I learned about the company, the industry, and scientists’ needs. My master’s degree in European business administration has also been helpful. And work experience I gained in the UK and the Netherlands has enabled me to adapt to different cultures.

LC: For folks interested in becoming an ADM or following a similar career path, what advice do you offer?

Diesnis: An ADM must stay fully informed about Elsevier products and services as well as industry initiatives. Strong communication skills and flexibility are key. ADMs must be comfortable giving presentations to small and large audiences. Language skills are useful. I speak English, French and some Dutch. Above all, ADMs need to be open-minded about other cultures and able to communicate with information professionals working in diverse capacities. But in the end, it’s simple: You either love it or hate it!

LC: What are the best and worst aspects of your job?

Diesnis: Best: interacting with librarians from various cultures. One day you find yourself in Portugal, the next in South Africa, Syria or Iran. Worst: missing a plane!

LC: Would you apply again for the chance to become an ADM?

Diesnis: Yes, definitely. To quote a French proverb: Les voyages forment la jeunesse, or traveling helps you grow up.