Customer Success Consultant, Software Solutions

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

📋 Description

• Collaborate with CSMs, Sales, SEMs, and regional leaders to pinpoint accounts that require specialist intervention and take proactive measures to engage priority customers.

• Offer institution-level advisory services, assisting clients in defining priorities, interpreting data and indicators, and integrating Elsevier solutions into their institutional workflows and evaluation systems.

• Promote the adoption and advanced usage of software products, guiding customers through complex use cases, managing change, and enhancing processes.

• Provide consultation, guidance, training, and support for intricate customer escalations in conjunction with Product, Support, CSMs, and SEMs.

• Contribute to long-term customer engagement strategies, value realization efforts, renewals, and initiatives for account growth.

• Ensure visibility of specialist activities, customer priorities, and outcomes using agreed-upon systems, such as Gainsight.

• Leverage expertise in Elsevier AI solutions, generative AI, bibliometrics, research evaluation, and scholarly publishing to meet customer and business requirements.

• Collaborate with Product, Sales, Sales Engineers, Marketing, Customer Success, and Customer Education to share customer insights and enhance learning materials and enablement resources.

⛳️ Requirements

• Strong technical and business knowledge of Elsevier Software Products; familiarity with Engineering Products or other relevant Elsevier solutions is advantageous.

• Relevant experience in software development, scholarly publishing, information science, data analysis, computer science, or a related discipline.

• Solid understanding of customer needs, workflows, and the scholarly research and publishing landscape.

• Strong consultative skills, customer success orientation, stakeholder management, strategic thinking, and critical thinking abilities.

• Proven capability to translate customer priorities into actionable advisory plans, use cases, and measurable outcomes.

• Ability to work proactively and independently while collaborating effectively with various teams.

• Excellent analytical skills, data storytelling abilities, presentation, facilitation, and communication skills.

• Experience with Elsevier products or similar analytical and AI solutions.

🏝️ Benefits

• Healthy work/life balance.

• Wellbeing initiatives.

• Shared parental leave.

• Study assistance.

• Sabbaticals.

• Flexible working hours.