Job Title

Customer Success ConsultantAre 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.About the roleThe role of the Customer Success Consultant (SME)Analytical Products 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.ResponsibilitiesCoordinate with the CSMs and Training teams for successful adoption, configuration, and deployment of Analytics Products.Guide Elseviers potential and current clients through onboarding, change management and process improvement.Introduce and drive change management activities to help clients transform their processes.Demonstrate breadth and depth of knowledge in aligning Elseviers capabilities to potential and current customers'' priorities.Provide oversight and guidance for the CSM when required in terms of onboarding and implementation of the business solution.Provide in-depth training on solutions when required by the Customer and/or Sales team.Assist and/or lead with customer escalations, when necessary.Spearhead internal cross-functional improvement projects by educating CSM team.Understand customer use cases for Elsevier offerings and explain how our portfolio can meet or exceed customer requirements.Work closely with Elsevier business units for development and design of our solutions offerings.Utilise industry knowledge to position Elsevier for the customer''s success.Create and build on knowledge management solutions related to SaaS products.Act as a trusted advisor by supporting a CSM as appropriate.RequirementsUniversity degree.Strong knowledge of Elsevier Analytical Products.Solid background in relevant field of expertise.In-depth understanding of our Elsevier A&G customers.Advanced consultative sales and customer success skills.Excellent analytical, presentation, data analytical and communication skills.Experience in building influential and reliable networks within customer organizations.Have used products in our product portfolio, or else similar products.Background or proven interest in customer engagement.Experienced in working in an international matrix organisation.Strong communication (verbal and written) and presentation skills in English.A passion to get the maximum satisfaction of your customers.Work in a way that works for youWe promote a healthy work/life balance across the organisation.Working for youWe know that your wellbeing and happiness are key to a long and successful career. These are some of the benefits we are delighted to offer:Flexible working arrangements.Access to learning and development resources.About the BusinessElsevier is a global leader in information and analytics, helping researchers and healthcare professionals advance science and improve health outcomes.Seniority levelMid-Senior levelEmployment typeFull-timeJob functionProject Management, Training, and ManagementIndustriesInformation Services, Higher Education, and Research Services #J-18808-Ljbffr