Description:
Are you passionate about building relationships and ensuring customer success?
Do you have a proven track record of maximizing customer satisfaction?
About our TeamElsevier is a global information analytics company that helps institutions and professionals progress science, advance healthcare and improve performance for the benefit of humanity. We serve the research, academic and clinical communities through the application of technology and analytics to content. In this way, we empower those communities to contribute to social progress, to enhance human well-being and to share and expand the breadth of human knowledge.
About the roleThe role of the Customer Success Consultant (SME)—Analytical Solutions will be to provide deeper expertise and consultative support for Elsevier customers through partnership with the Customer Success Manager (CSM) in alignment with the post sales customer journey. The team of CSCs will provide over and above solutioning, advisory, domain expertise and thought leadership across the customer base and with a deep product focus. The role will work with Sales, Product, and Marketing to assist with complex customers' requirements, helping to deliver the best-in-class solutions on Elsevier’s offering.
Responsibilities- 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 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, ensuring the final approach satisfies the defined customer requirements.
- Provide in-depth training on solutions when required by the Customer and/or Sales team.
- Assist and/or lead with customer escalations, leveraging expertise and providing solutions or workarounds, working closely with the Software Solutions product teams.
- Spearhead internal cross-functional improvement projects by educating the 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.
- Act as a technical expert on a particular product or have in-depth knowledge when called upon from within the region by sales or CSM.
- Utilize industry knowledge to position Elsevier for customer success.
- Create and build on knowledge management solutions related to SaaS products for easier customer self-service and internal training purposes.
- Act as a trusted advisor supporting a CSM, contributing to long-term engagement plans around renewals and account growth.
- University degree
- Strong knowledge of Elsevier Analytical Products
- Solid background in relevant field of expertise (e.g., computer science or mathematics)
- In-depth understanding of our Elsevier A&G customers, 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
- Experience in building influential networks within customers' organizations
- Experience with our product portfolio or similar products
- Background or proven interest in customer engagement
- Experience in an international matrix organization
- Strong communication and presentation skills in English, additional languages a plus
- A passion for maximizing customer satisfaction to improve the overall Elsevier image.
We promote a healthy work/life balance across the organization. We offer appealing working prospects with numerous wellbeing initiatives, paid parental and volunteering leaves, supporting your immediate responsibilities and long-term goals.
Working for youWe know that your wellbeing and happiness are key to a long and successful career. Some of the benefits we offer include:
- Flexible working arrangements
- Access to learning and development resources
Elsevier is a global leader in information and analytics, helping researchers and healthcare professionals advance science and improve health outcomes. Combining quality information with analytics, we support visionary science and research, health education, and exceptional healthcare. At Elsevier, your work contributes to global challenges and a sustainable future.
Elsevier is an equal opportunity employer, treating applicants without regard to race, color, creed, religion, sex, national origin, disability status, or other protected characteristics. We provide a fair and accessible hiring process. If you need accommodation, please complete our Applicant Request Support Form or contact us.
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