Customer Success Consultant – Analytics

Role Overview

• Coordinate with the CSMs and Training teams for successful adoption, configuration, and deployment of Analytics Products (e.g. SciVal, Scopus, leveraging bibliometric and scientometric expertise and overall product knowledge)
• Guide Elsevier’s potential and current clients through onboarding, change management and process improvement, leading to Elsevier becoming a core part of their institutional ecosystem
• Introduce and drive change management activities to help clients transform their processes and to recognize the greatest value from Elsevier’s product suite
• Demonstrate breadth and depth of knowledge in aligning Elsevier’s capabilities to potential and current customers priorities and position relative to our competitors
• Provide oversight and guidance for the CSM when required in terms of onboarding and implementation of the business solution and validate the final approach satisfies the defined customer requirements
• Provide in-depth training on solutions when required by the Customer and/or Sales team for opportunities when required
• Assist and/or lead with customer escalations, when necessary, by leveraging expertise and providing solutions or workarounds if possible, working closely with the Software Solutions product teams
• Spearhead internal cross functional improvement projects by educating CSM team and helping to build internal documentation to support customer success
• Understand customer use cases for Elsevier offerings and explain how our portfolio can meet or exceed customer requirements
• Work closely with Elsevier business units (Product, Sales, Marketing, Customer Success) for development and design of our solutions offerings
• Create and build on knowledge management solutions related to SaaS products that will make it easier and simpler for our customers to perform “self-service” functions to learn specific aspects and SaaS product capabilities

Requirements

• Relevant Education background
• Strong knowledge of Elsevier Analytical and Engineering Products
• Solid background in relevant field of expertise – for example, computer science or mathematics undergraduate study and/or prior computer science and software work experience
• In-depth understanding of our Elsevier A&G customers with respect to their needs/ambitions/obstacles/workflows and interaction with our products
• Advanced consultative sales and customer success skills
• Excellent analytical, presentation, data analytical and communication skills
• Data storytelling and advisory capabilities essential
• Experience in building influential and reliable networks within customers organization
• Prior use of products in our product portfolio, or similar analytical and AI solutions
• Experienced in working in an international matrix organization
• Strong communication (verbal and written) and presentation skills in English, additional languages a plus

Benefits

• Comprehensive, multi-carrier program for medical, dental and vision benefits
• 401(k) with match and an Employee Share Purchase Plan
• Wellness platform with incentives, Headspace app subscription, Employee Assistance and Time-off Programs
• Short-and-Long Term Disability, Life and Accidental Death Insurance, Critical Illness, and Hospital Indemnity
• Family Benefits, including bonding and family care leaves, adoption and surrogacy benefits
• Health Savings, Health Care, Dependent Care and Commuter Spending Accounts
• Up to two days of paid leave each to participate in Employee Resource Groups and to volunteer with your charity of choice