Stephanie Faulkner Email and Phone Number

As an Advisory Board Member of the International Center for the Study of Research (ICSR), I work closely with board members to provide the Center with robust, rigorous and contextual expert advice in the areas of research evaluation and research metrics and indicators.

Responsible for the development and success of Research Metrics throughout Elsevier. Sets the roadmap and milestones for metrics development and delivery, Works closely with internal stakeholders and product owners to support metrics use cases and identify metric opportunities and ways to help researchers, institutions, funders and publishers understand the impact of their research output.

Worked with key internal stakeholders to integrate PlumX Metrics based on the needs of their customers. Owned related development plans within the Research Metrics Product Management team. Developed a strong understanding of customer needs and target markets related to each of the Elsevier products. Represented the needs of the customers to the development team and support and participated in demos to key stakeholders at program milestones. Used web analytics and other insights to analyze situations and inform decision-making as well as provide feedback loop to key stakeholders. Managed Research Metrics Implementation and Support team

Managed team of specialists supporting customers and driving renewals. Worked closely with product mangement and technology to drive new features and functions for PlumX Dashboards and PlumXMetrics within Elsevier products and tools. Supports internal and external publishers by providing PlumX Metrics to demonstrate the impact of their publications.

Leads a global team responsible for implementing new customers for the PlumX Suite of products, as well as, ensuring existing customers are getting the most out of their current implementations. Developed training curriculum used for public webinars and dedicated customer training. Builds relationships with customers by providing assistance, ideas and materials for promoting our tools to gain traction within their organization. Creates written documentation for customer administrators and end-users.

Managed a team dedicated to customer satisfaction. Created metrics based on usage information to identify customers who may be at risk for renewal based on low usage. Worked with new customers during first year of subscription to help ensure successful implementation of our tools and make sure the customer administrators are comfortable using, promoting and training others on our software. Built relationships with customers by providing assistance, ideas and materials for promoting our tools to gain traction within their organization. Created written and video software documentation for customer administrators and end-users.

• Developed and delivered product training to customers, sales force, resellers and system integrators for the company’s three digital media management software products. • Created training materials to supplement product documentation manuals.• Implemented web-conferencing tool for use in remote training providing customers with a less expensive alternative to on-site sessions while ensuring high quality training.• Communicated feedback from training sessions and customer requests for new or improved product features to Product Developers resulting in improved software. • Tested new software features for each product release providing feedback on bugs and areas for improvement to Engineering Department.• Edited user and administrator documentation.• Account Managed 50% (20) customer accounts providing first line technical support, product release and relevant company information to customers.

Held a variety of positions within Y&R Inc. Developed Y&R New York's first intranet. Worked on development and worldwide implementation of Global Brand Manager software. Managed company-wide Lotus Notes databases. Coordinated worldwide meetings for Y&R Advertising.