What are the responsibilities and job description for the Customer Success Consultant position at Clarivate Analytics US LLC?
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 and 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. 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
At Clarivate, we are committed to providing equal employment opportunities for all qualified persons with respect to hiring, compensation, promotion, training, and other terms, conditions, and privileges of employment. We comply with applicable laws and regulations governing non-discrimination in all locations.
It is the policy of Clarivate to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, Clarivate will provide reasonable accommodations for qualified individuals with disabilities.