Customer Success Consultant

Clarivate is seeking a dynamic Customer Success Consultant to join our global Customer Success team! In this role, you will support our customers in the Eastern territory as a pre and post sales consultant, supporting the US academic market. The Customer Success Consultant is required to demonstrate and communicate the value of the portfolio of solutions Clarivate provides to the academic and government market. Positioned in the Research & Analytics vertical, you will be supporting tools of bibliometric nature, such as Web of Science, Journal Citation Reports, and InCites Benchmarking & Analytics. This crucial team member is specifically characterized by an ability to build a strong customer relationship and deep-dive into specific areas, products, services and domains with a true focus on needs-based solutioning. This role serves the global community when necessary and concentrates their efforts on large renewal defense and post sales activities. The ideal candidate will have the aptitude to deepen Clarivate’s entrenchment within customers’ workflow, be a trusted advisor, and have a passion for helping customers achieve their desired outcomes with our products.

About You – experience, education, skills, and accomplishments

• Bachelor’s degree in library information science, Computer/data Science, Sciences or related fields or equivalent relevant work experience

• 5+ years of experience in publishing, information science, scientific data, research policy, academic research lifecycle, or sciences and government R&D

• Willingness to travel up to 30% to visit customers and attend conferences.

It would be great if you also have…

• 5-7+ years of experience in the scholarly research ecosystem

• Master’s degree in library information science, Computer/data Science, Sciences or related fields

• Experience with working, aggregating or presenting bibliometrics (research evaluation)

• Previous experience in solution consulting, or customer education/success

• Published academic research and/or public speaking experience in domain area

• Additional language fluency speaking Spanish or French

What will you be doing in this role?

• Become a trusted advisor to our most important customers by building strong relationships

• Focus on customer outcomes: Adoption, Retention, Growth and Customer delight

• Support renewal defense with bespoke value-based demonstrations, presentations and documents

• Runs non-billable onboarding and refresher activities, post-implementation

• Participate as a presenter or panel member at multi-client trade shows, industry events and client meetings

• Prioritize, triage, plan, track and capture client related activity

• Offer strong customer success skills as demonstrated by ability to anticipate and meet customer needs

• Work in true alignment with the Sales team to support renewal strategies

• Work closely with fellow Customer Success Consultants, Customer Success Managers, Digital Education, Product Management and Marketing

• Convey a clear understanding of customer needs and success measures

• Clearly demonstrate complex solutions and services

• Coordinate and schedule both private and public webinars to keep our customers updated on the solutions’ recent enhancements, at a regular cadence

• Gain the confidence and trust of others through integrity and honesty

• Make good and timely decisions in a proactive manner under minimal supervision

• Make sense of complex, high quantity, and sometimes contradictory information to effectively solve problems

• Manage time and prioritize workload and to maneuver comfortably through complex policy, process, and people-related dynamics

About the Team

The Customer Success Team in the Research & Analytics vertical supports the pre and post sales efforts of customers who subscribe to the Web of Science, Journal Citation Reports, and InCites Benchmarking & Analytics, and the more recent Web of Science Research Intelligence. Our main customer base include research institutions in academia, government, and the corporate markets, of all sizes. Each consultant covers a given territory within the region and works closely with sales colleagues and the product teams we support. This team has a long legacy with the company, making it a strong and supported one for new members to thrive.  

Hours of Work

• This is a full-time remote position, primarily working core business hours in your time zone, with flexibility to adjust to various global time zones as needed. 
• Must live within an EST or CST time zone