Customer Success Consultant

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

📋 Description

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

• Showcase and articulate the benefits of Clarivate’s range of solutions to academic institutions and government clients.

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

• Foster robust customer relationships and serve as a trusted advisor.

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

• Promote customer outcomes, focusing on adoption, retention, growth, and overall satisfaction.

• Provide tailored, value-driven demonstrations, presentations, and documentation for renewal defense.

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

• Present or partake as a panelist at trade exhibitions, industry events, and client gatherings.

• Prioritize, triage, plan, track, and document client-related activities.

• Collaborate with Sales to enhance renewal strategies.

• Work alongside Customer Success Consultants, Customer Success Managers, Digital Education, Product Management, and Marketing teams.

• Communicate customer requirements and success metrics.

• Exhibit complex solutions and services effectively.

• Organize and schedule both private and public webinars focused on solution enhancements.

• Address intricate problems and navigate dynamics related to policy, processes, and interpersonal relations.

⛳️ Requirements

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

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

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

• Must reside within an EST or CST time zone.

• 5-7+ years of experience within the scholarly research ecosystem.

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

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

• Previous background in solution consulting or customer education/success.

• Experience in published academic research and/or public speaking within the domain area.

• Proficiency in additional languages, specifically Spanish and French.

• Capability to build strong customer relationships and deliver needs-based solutions.

• Ability to demonstrate and convey the value of solutions for academic and government markets.

• Competence in making decisions with minimal supervision and managing complex information and workloads.

🏝️ Benefits

• Full-time remote working opportunity.

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

• Equal employment opportunities concerning hiring, compensation, promotions, training, and other employment terms, conditions, and privileges.