Customer Success Consultant, Software Solutions
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Job Description
Customer Success Consultant helping research institutions adopt Elsevier analytics and AI software. Advising customers on data, bibliometrics, workflows, adoption, and measurable research outcomes.
Responsibilities:
- Partner with CSMs, Sales, SEMs, and regional leaders to identify accounts needing specialist intervention and proactively engage priority customers
- Provide institution-level advisory support, helping customers clarify priorities, interpret data and indicators, and embed Elsevier solutions into institutional workflows and evaluation systems
- Drive adoption and advanced use of software products, supporting customers through complex use cases, change management, and process improvement initiatives
- Deliver consultation, guidance, training, and support for complex customer escalations in partnership with Product, Support, CSMs, and SEMs
- Contribute to long-term customer engagement plans, value realization activities, renewals, and account growth initiatives
- Maintain visibility of specialist activity, customer priorities, and outcomes through agreed systems, including Gainsight
- Apply expertise in Elsevier AI solutions, generative AI, bibliometrics, research evaluation, and scholarly publishing to customer and business needs
- Partner across Product, Sales, Sales Engineers, Marketing, Customer Success, and Customer Education to share customer insights and improve learning materials and enablement resources
Requirements:
- Strong technical and business knowledge of Elsevier Software Products; knowledge of Engineering Products or other relevant Elsevier solutions a plus
- Relevant background in software development, scholarly publishing, information science, data analysis, computer science, or a related field
- Good understanding of customer needs, workflows, and the scholarly research and publishing ecosystem
- Strong consultative, customer success, stakeholder-management, strategic, and critical-thinking skills
- Demonstrated ability to translate customer priorities into practical advisory plans, use cases, and measurable outcomes
- Ability to work proactively and with a high degree of autonomy while collaborating effectively across teams
- Excellent analytical, data storytelling, presentation, facilitation, and communication skills
- Experience with Elsevier products or similar analytical and AI solutions
Benefits:
- Healthy work/life balance
- Wellbeing initiatives
- Shared parental leave
- Study assistance
- Sabbaticals
- Flexible working hours
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