About the Role

The Customer Success Consultant at Elsevier is instrumental in supporting users of Data-as-a-Service (DaaS) solutions, particularly in the Pharma and Life Science industry.

Their role involves enabling corporate customers to maximize the utility of structured and unstructured data solutions like ScienceDirect, Scopus, Embase, Reaxys or REsNet.

This entails providing guidance on data usage, offering training programs, and addressing technical issues.

Expertise in Biology / Chemistry or Life Science, coupled with understanding of text and data mining tools, is essential for this role.

CSCs collaborate closely with stakeholders such as domain-scientists and data-scientists to understand their requirements and facilitate the effective utilization of DaaS solutions.

Moreover, they liaise between customers and internal teams, ensuring alignment with customer needs and product expectations.

A comprehensive understanding of industry trends and challenges is crucial for CSCs to deliver actionable insights to both customers and internal stakeholders.

In essence, CSCs play a pivotal role in optimizing the value of Elsevier's DaaS solutions, requiring a blend of technical proficiency, customer-centricity, and stakeholder management.

Responsibilities

• Collaborating with Account Managers to devise and implement post-sales engagement strategies for DaaS renewals.
• Assisting DaaS (Data as a Service) Sales Solution Managers (SSMs) in conducting pre-sales needs assessments for intricate opportunities.
• Conducting risk analysis for DaaS prospects and categorize use cases accordingly.
• Recording engagements and associated plans in Salesforce for streamlined tracking and management.
• Facilitating customer onboarding to structured and unstructured DaaS solutions.
• Delivering training and consultancy services to DaaS customers and user groups, emphasizing scientific and, when applicable, technical support.
• Aiding customers in aligning with product and data delivery teams during migrations of APIs or other data delivery technologies.
• Identifying, monitoring, and addressing project risks and issues related to data delivery and structures within Elsevier’s DaaS solutions.

Requirements

• Hold a university degree, preferably in Biology, Pharma, Biochemistry (PhD or master), Data Science, or related fields, or possess equivalent experience.
• Demonstrate a research-oriented background and mindset, adept at addressing R&D challenges using data from literature-based databases.
• Possess the ability to swiftly and efficiently tackle technical and / or biology / life science-related information hurdles.
• Exhibit proficiency in utilizing text and literature-based databases and tools for text and data mining purposes.
• Showcase familiarity with ontologies, taxonomies, and a conceptual grasp of knowledge graphs, which is highly advantageous.
• Possess project management skills, with experience in Professional Services being desirable.
• Demonstrate experience in collaborating with international teams.
• Possess excellent English language proficiency, both verbal and written, with a willingness to travel as needed for customer engagements and conferences.

Work in a way that works for you

We promote a healthy work / life balance across the organization. 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

• Health Benefits : Comprehensive, multi-carrier program for medical, dental and vision benefits
• Retirement Benefits : 401(k) with match and an Employee Share Purchase Plan
• Wellbeing : Wellness platform with incentives, Headspace app subscription, Employee Assistance and Time-off Programs
• Short-and-Long Term Disability, Life and Accidental Death Insurance, Critical Illness, and Hospital Indemnity
• Family Benefits, including bonding and family care leaves, adoption and surrogacy benefits.
• Health Savings, Health Care, Dependent Care and Commuter Spending Accounts
• Up to two days of paid leave each to participate in Employee Resource Groups and to volunteer with your charity of choice.

Last updated : 2024-05-30