Customer Success Consultant (SME) - Analytics

Are you passionate about helping academic and research institutions unlock real value from analytics and AI solutions?

Do you thrive in a consultative role where you can combine data expertise, customer engagement, and strategic impact?

About our Team:

Elsevier is a global information analytics company that helps institutions and professionals progress science, advance healthcare and improve performance for the benefit of humanity. We serve the research, academic and clinical communities through the application of technology and analytics to content. In this way, we empower those communities to contribute to social progress, to enhance human well-being and to share and expand the breadth of human knowledge.

About the Role:

As a Customer Success Consultant, you will partner with academic and research customers to drive successful adoption and long‑term value from Elsevier’s analytics and AI solutions. You will combine deep product expertise with consultative skills to support onboarding, training, change management, and ongoing engagement, working closely with Sales, Customer Success, and Product teams. Acting as a trusted advisor, you will help customers embed Elsevier’s solutions into their workflows and achieve their strategic goals.

Responsibilities:

• Coordinate with the CSMs and Training teams for successful adoption, configuration, and deployment of Analytics Products (e.g. SciVal, Scopus, leveraging bibliometric and scientometric expertise and overall product knowledge)
• Knowledge of Elsevier AI solutions and general generative AI technology landscape
• Guide Elsevier’s potential and current clients through onboarding, change management and process improvement, leading to Elsevier becoming a core part of their institutional ecosystem.
• Introduce and drive change management activities to help clients transform their processes and to recognize the greatest value from Elsevier’s product suite.
• Demonstrate breadth and depth of knowledge in aligning Elsevier’s capabilities to potential and current customers priorities and position relative to our competitors.
• Provide oversight and guidance for the CSM when required in terms of onboarding and implementation of the business solution and validate the final approach satisfies the defined customer requirements.
• Provide in-depth training on solutions when required by the Customer and/or Sales team for opportunities when required
• Assist and/or lead with customer escalations, when necessary, by leveraging expertise and providing solutions or workarounds if possible, working closely with the Software Solutions product teams.
• Spearhead internal cross functional improvement projects by educating CSM team and helping to build internal documentation to support customer success.
• Understand customer use cases for Elsevier offerings and explain how our portfolio can meet or exceed customer requirements.
• Work closely with Elsevier business units (Product, Sales, Marketing, Customer Success) for development and design of our solutions offerings
• Called upon if need arises from within region either by sales or CSM (after needs analysis)- technical expert on a particular product/in depth knowledge.
• Utilize industry knowledge to position Elsevier for the customers success.
• Create and build on knowledge management solutions related to SaaS products that will make it easier and simpler for our customers to perform “self-service” functions to learn specific aspects and SaaS product capabilities. These solutions can also be used for internal training purposes.
• Act as a trusted advisor by supporting a CSM as appropriate by contributing to the long-term engagement plans around renewals and account growth while providing support and guidance directly aligned to objectives of our customers and Elsevier’s overall ambition.

Requirements:

• Relevant Education background
• Strong knowledge of Elsevier Analytical and Engineering Products
• Solid background in relevant field of expertise – for example, computer science or mathematics undergraduate study and/or prior computer