Customer Success Consultant

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

📋 Description

• Provide support to 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 to academic and government clients.

• Assist with bibliometric tools such as Web of Science, Journal Citation Reports, and InCites Benchmarking & Analytics.

• Establish strong relationships with customers and serve as a trusted advisor.

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

• Enhance customer outcomes, including adoption, retention, growth, and overall satisfaction.

• Deliver customized, value-based demonstrations, presentations, and documentation for renewal defense.

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

• Present or take part as a panelist at trade shows, industry events, and client meetings.

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

• Collaborate with Sales to support renewal strategies.

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

• Showcase complex solutions and services.

• Coordinate and schedule both private and public webinars focusing on solution enhancements.

• Make proactive decisions, resolve complex problems, and manage competing priorities with minimal oversight.

⛳️ Requirements

• Bachelor’s degree in library information science, computer/data science, sciences, or a related field, or equivalent relevant work experience.

• Over 5 years of experience in publishing, information science, scientific data, research policy, academic research lifecycle, or in 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 a related field.

• Experienced 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 work.

• Flexibility to adjust to various global time zones as necessary.