Customer Success Consultant (SME) Analytics

Are you passionate about helping customers maximize the value of advanced research analytics solutions?

Would you like to apply your product and domain expertise to complex customer needs while shaping best-in-class Elsevier solutions?

About the Team

The Subject Matter Expert (SME) team is part of Elsevier Customer Success and brings deep product and domain expertise across Elsevier solutions. We work closely with Customer Success, Sales, Product and Customer Education to support complex customer needs, strengthen adoption and value realization, and support key customer accounts. The team also brings customer and market insights back into the business to help improve our products, services and customer experience.

About the Role

The Customer Success Consultant (SME) – Analytical Products will provide advanced product and domain expertise and consultative support for Elsevier customers, in partnership with Customer Success Managers, throughout the post-sales customer journey. You will deliver advanced solutioning, advisory support and thought leadership with a deep product focus, while collaborating with Sales, Product, Marketing and Customer Education to address complex requirements and improve customer outcomes.

Responsibilities

• Coordinate with Customer Success Managers and Customer Education teams to support successful adoption and advanced use of Analytics Products, including SciVal and Scopus, leveraging deep product, bibliometric and scientometric expertise.
• Maintain strong knowledge of Elsevier AI solutions and the broader generative AI technology landscape, applying this knowledge to relevant customer and business needs.
• Support customers with complex use cases, change management and process improvement to help them maximise value from Elsevier’s Analytics solutions.
• Align Elsevier’s capabilities with current and potential customer priorities and position our solutions relative to competitors.
• Provide advanced consultation, guidance and training where deeper product, methodological or domain expertise is required.
• Support or lead complex customer escalations, working closely with Product, Support and other internal teams to identify appropriate solutions or workarounds.
• Apply knowledge of bibliometrics, research evaluation and the scholarly research and publishing ecosystem to support customer needs and product use cases.
• Collaborate with Product, Sales, Marketing, Customer Success and Customer Education to share insights, improve solutions and learning resources, support internal knowledge sharing, and contribute to long-term engagement plans around renewals and account growth.

Requirements

• Strong knowledge of Elsevier Analytical Products; Engineering Products knowledge a plus.
• Relevant background in research analytics, bibliometrics, scholarly publishing, information science, data analysis, computer science, or a related field.
• Good understanding of A&G customer needs, workflows and the scholarly research and publishing ecosystem.
• Strong consultative, customer success and stakeholder-management skills.
• Strong strategic and critical-thinking skills with a solution-oriented mindset.
• Ability to work with a high degree of autonomy, while collaborating effectively across teams.
• Excellent analytical, data storytelling, presentation and communication skills.
• Experience with Elsevier products or similar analytical and AI solutions, and working in an international matrix organisation; strong English skills, additional languages a plus.

Work in a Way That Works for You

We promote a healthy work/life balance across the organisation. We offer an appealing working prospect for our people. With numerous wellbeing initiatives, shared parental leave, study assistance, and sabbaticals, we will help you meet your immediate responsibilities and your long-term goals.

Working Pattern

Working flexible hours - flexing the times when you work in the day to help you fit everything in and work when you are the most productive.

About the Business

A global leader in information and analytics, we help researchers and healthcare professionals advance science and improve health outcomes for the benefit of society. Building on our publishing heritage, we combine quality information and vast data sets with analytics to support visionary science and research, health education and interactive learning, as well as exceptional healthcare and clinical practice. At Elsevier, your work contributes to the world's grand challenges and a more sustainable future. We harness innovative technologies to support science and healthcare to partner for a better world.









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