Customer Success Consultant

Are you passionate about driving Digital Transformation through innovative Data-as-a-Service (DaaS) solutions?

Are you a skilled communicator and collaborator who builds trusted relationships with stakeholders?

About our Team

Elsevier’s new and important business model to serve corporate customers with Elsevier’s key data-assets in a Data-as-a-Service (DaaS) model to enable the customer’s Digital Transformation by serving high-quality data and analytics.The Customer Success Consultant (CSC) is a member of a team of Sales- and Technology-specialists that work closely with the customers IT- and (data-)scientist. The CSC supports and enables DaaS-customer in adoption and use of the data and drives customer success by developing trusted relations to the customers (data-)scientists and related stakeholders.

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.

• Embrace an encouraging mindset, motivating scientists and data scientists to effectively utilize Elsevier’s DaaS assets.

• 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.

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.

Salary Range

To be added when data can be disclosed.

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: https://forms.office.com/r/eVgFxjLmAK , or please contact 1-855-833-5120.

Please read our Candidate Privacy Policy (https://www.relx.com/careers/join-us/privacy) .

RELX is a global provider of information and analytics for professional and business customers across industries.

We help scientists make new discoveries, lawyers win cases, doctors save lives and insurance companies offer customers lower prices. We save taxpayers and consumers money by preventing fraud and help executives forge commercial relationships with their clients.

In short, we enable our customers to make better decisions, get better results and be more productive.