Customer Success Consultant

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

📋 Description

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

• Showcase and articulate the value of Clarivate’s array of solutions to the academic and governmental sectors.

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

• Foster strong customer relationships and offer solutions tailored to their needs.

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

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

• Cultivate robust connections with key customers.

• Emphasize customer outcomes: Adoption, Retention, Growth, and Customer satisfaction.

• Support renewal defense efforts with customized, value-driven demonstrations, presentations, and documentation.

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

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

• Prioritize, triage, organize, 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 teams.

• Communicate customer needs and success metrics effectively.

• Demonstrate intricate solutions and services.

• Organize and schedule private and public webinars about solution improvements.

• Make proactive and timely decisions with minimal oversight.

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

• Manage time effectively and prioritize workload amidst intricate policy, process, 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 conferences.

• Must reside within an EST or CST time zone.

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

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

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

• Additional language proficiency in Spanish and French is a plus.

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

🏝️ Benefits

• Full-time remote position.

• Flexible working hours to accommodate various global time zones as required.