Customer Success Consultant

This is a fully remote position, open to applicants in Malaysia.

📋 Description

• Provide support to customers and potential clients throughout the customer lifecycle in Southeast Asia.

• Collaborate with sales teams to identify and qualify potential customers while uncovering their institutional needs.

• Cultivate opportunities and showcase relevant solutions offered by Clarivate.

• Assist with onboarding, adoption, value realization, retention, and growth initiatives.

• Convert institutional priorities into effective applications of Clarivate's data, analytics, workflow solutions, and services.

• Facilitate consultative discovery and create solution narratives, demonstrations, workshops, and proof-of-value initiatives.

• Provide domain expertise for account planning, proposals, tenders, business cases, competitive positioning, and renewal defense.

• Lead or coordinate customer onboarding, establish success criteria, enablement plans, and adoption milestones.

• Formulate success plans and promote adoption through consultations, training, workflow guidance, and customer engagement.

• Monitor customer health, identify potential risks, and coordinate recovery efforts.

• Conduct value discussions and business reviews.

• Collaborate on renewal readiness, retention risks, expansion opportunities, and customer advocacy.

• Build relationships across Southeast Asia and assist in webinars, workshops, conferences, communities, and strategic engagements.

⛳️ Requirements

• Bachelor's degree or equivalent professional experience.

• Relevant experience in customer success, solution consulting, presales, account management, research services, consulting, training, or a similar customer-facing role.

• Proven knowledge of universities, research institutions, government agencies, or public research organizations in Malaysia and/or Southeast Asia.

• Excellent written and spoken English skills.

• Proficiency in a Southeast Asian language is highly desirable.

• Willingness and ability to travel regionally as business needs arise.

• Strong consultative discovery and solution development skills.

• Exceptional presentation, demonstration, training, and workshop facilitation capabilities.

• Understanding of the research lifecycle and institutional priorities.

• Ability to manage a regional customer portfolio and coordinate efforts across teams.

• Proficient in using CRM, customer success, usage analytics, and collaboration tools.

🏝️ Benefits

• Full-time employment.

• Flexible support across regional and global time zones.

• Opportunities for regional travel.

• Equal employment opportunities.