Customer Success Consultant – Software Solutions

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

📋 Description

• Collaborate with Customer Success Managers (CSMs), Sales teams, Subject Matter Experts (SEMs), and regional leaders to identify accounts that require specialized intervention and proactively engage key customers.

• Offer institution-level advisory assistance, aiding customers in clarifying their priorities, interpreting data and indicators, and integrating Elsevier solutions into institutional workflows and evaluation frameworks.

• Foster the adoption and advanced utilization of software products, guiding customers through complex use cases, change management, and process enhancement initiatives.

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

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

• Ensure visibility of specialist activities, customer priorities, and outcomes through established systems, including Gainsight.

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

• 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 acumen regarding Elsevier Software Products; familiarity with Engineering Products or other relevant Elsevier solutions is an advantage.

• 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 ecosystem.

• Excellent consultative, customer success, stakeholder management, strategic, and critical thinking abilities.

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

• Capability to work proactively and autonomously while effectively collaborating across teams.

• Exceptional analytical, data storytelling, presentation, facilitation, and communication skills.

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

🏝️ Benefits

• Initiatives promoting a healthy work/life balance.

• Wellbeing programs.

• Shared parental leave.

• Assistance for educational pursuits.

• Opportunity for sabbaticals.

• Flexible working hours.

• Country-specific benefits.