Customer Success Consultant (SME)--Software Solutions
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Our Company
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.
Purpose of the Job
The role of the Customer Success Consultant (SME)—Software Solutions will be to provide deeper expertise and consultative support for Elsevier customers through partnership with the Customer Success Manager (CSM) in alignment with the post sales customer journey. The team of CSCs will provide over and above solutioning, advisory, domain expertise and thought leadership across the customer base and with a deep product focus. The role will work with Sales, Product, and Marketing to assist with complex customers' requirements helping to deliver the best-in-class solutions on Elsevier’s offering.
Key Result Areas / Primary Accountabilities
Coordinate with the CSMs and Training teams for successful adoption, configuration, and deployment of Software Solutions/Software as a Service (SaaS) Products (e.g. Pure, Interfolio) leveraging expertise and overall product knowledge
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.
Utilise 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.
Qualifications – (education, competencies, skills, experience)
University degree
Strong knowledge of Elsevier SaaS products
Solid background in relevant field of expertise – for example, computer science or mathematics undergraduate study and/or prior computer science and software work experience.
In-depth understanding of our Elsevier A&G customers with respect to their needs/ambitions/obstacles/workflows and interaction with our products
Advanced consultative sales and customer success skills
Excellent analytical, presentation and communication skills
Experience in building influential and reliable networks within customers organization
Have used products in our product portfolio, or else similar products
Background or proven interest in customer engagement
Experienced in working in an international matrix organisation
Strong communication (verbal and written) and presentation skills in English, additional languages including Mandarin or Korean a plus
A passion to get the maximum satisfaction of your customers, both internally as well as externally, to improve the overall Elsevier image.
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 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
Working for you
We know that your wellbeing and happiness are key to a long and successful career. These are some of the benefits we are delighted to offer:
Medical and Life Insurance: Coverage for Medical and life risk.
• Long-Service Award: Recognition for loyalty and dedication.
• Marriage and New Baby Gifts: Celebratory tokens for special life events.
• Festivals and Birthday Gifts: Spreading joy on occasions that matter.
• Annual Medical Check-up: Prioritizing employee well-being through regular health check-ups.
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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Elsevier is an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law. We are committed to providing a fair and accessible hiring process. If you have a disability or other need that requires accommodation or adjustment, please let us know by completing our Applicant Request Support Form: , or please contact 1-855-833-5120.
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