Customer Success Consultant

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

📋 Description

• Assist customers in the Eastern region as a pre- and post-sales consultant, catering to the US academic market.

• Illustrate and convey the advantages of Clarivate’s range of solutions for the academic and government sectors.

• Provide support for Web of Science, Journal Citation Reports, and InCites Benchmarking & Analytics.

• Develop robust customer relationships and offer tailored solutions based on their needs.

• Act as a trusted advisor to help clients achieve their desired outcomes.

• Aid in large renewal defense and post-sales initiatives.

• Establish yourself as a reliable advisor to key customers by nurturing strong relationships.

• Emphasize customer results, including adoption, retention, growth, and satisfaction.

• Assist in renewal defense through customized value-driven demonstrations, presentations, and documentation.

• Execute non-billable onboarding and refresher sessions following implementation.

• Engage as a speaker or panelist at trade shows, industry gatherings, and client meetings.

• Organize, prioritize, plan, track, and document client-related activities.

• Collaborate with the Sales team to enhance renewal strategies.

• Work together with Customer Success Consultants, Customer Success Managers, Digital Education, Product Management, and Marketing.

• Communicate customer requirements and success metrics.

• Exhibit complex solutions and services effectively.

• Arrange and schedule private and public webinars focusing on solution enhancements.

• Make prompt decisions independently with minimal supervision.

• Analyze intricate, high-volume, and sometimes conflicting information to resolve issues.

• Manage time and prioritize tasks amidst complex policies, processes, and interpersonal dynamics.

⛳️ Requirements

• Bachelor’s degree in library information science, Computer/Data Science, Sciences, or related fields, or equivalent relevant work experience.

• Over 5 years of experience in publishing, information science, scientific data, research policy, academic research lifecycle, or sciences and government R&D.

• Willingness to travel up to 30% for customer visits and conference attendance.

• Must reside within an EST or CST time zone.

• 5–7+ years of experience in the scholarly research ecosystem.

• Master’s degree in library information science, Computer/Data Science, Sciences, or related fields.

• Experience in working with, aggregating, or presenting bibliometrics (research evaluation).

• Prior experience in solution consulting or customer education/success.

• Published academic research and/or experience in public speaking within the domain area.

• Proficiency in additional languages, specifically Spanish and French.

🏝️ Benefits

• Full-time remote position.

• Flexibility to modify working hours to accommodate various global time zones as necessary.