Customer Success Consultant

Are you passionate about driving Digital Transformation by leveraging domain-specific curated and enriched data solutions?
Are you a skilled communicator and collaborator who builds trusted relationships with stakeholders?

About our Team

Elsevier’s Datasets business model provides corporate customers with essential data assets, facilitating their Digital Transformation through the delivery of 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 scientists. The CSC supports and enables Datasets customers in the adoption and use of the data and drives customer success by developing trusted relations with the customers' data scientists and related stakeholders.

About the Role

This role focuses on assisting corporate customers to utilize Elsevier’s data solutions (e.g., Reaxys, Pharmapendium, Embase) and driving consultancy projects to deliver tailored solutions. The CSC will collaborate closely with various stakeholders on the customer side, including domain scientists and/or data scientists, to understand their needs and help them maximize the potential of Elsevier's Datasets solutions. This includes providing guidance on data usage, designing and delivering training programs, and troubleshooting technical issues.

Overall, the CSC is crucial in ensuring that Elsevier's Datasets solutions meet customer needs and provide significant value. Success in this role requires balancing technical expertise, customer service, and stakeholder management, with a strong emphasis on executing consultancy projects to deliver customized solutions.

Responsibilities

• Align with Account Managers to develop and execute post-sales engagement plans to support Datasets renewals.
• Support Datasets SSMs and Professional services in pre-sales needs analysis for complex opportunities.
• Provide risk analysis of Datasets opportunities and characterization of use cases.
• Point of contact for Datasets post-sales/delivery point of contact.
• Provide training and consultation to Datasets customer and user group teams on scientific and (where applicable) technical support.
• Support customers in alignment with product teams and Datasets data delivery team during migrations of API or other data delivery technologies.
• Identify, monitor, mitigate, or resolve project risks and issues around the data delivery and data structures of Elsevier’s Datasets solutions.
• Own customer projects and lead teams in carrying out activities to deliver customer solutions.

Requirements

• Have an advanced University degree (PhD or Master), preferentially in Chemistry, Natural Sciences, Cheminformatics or related Data-Science Fields or equivalent experience.
• Proficiency in at least one programming language (Python is a plus)
• Strong communication skills, presentation skills, and analytical skills
• Business-level proficiency in English and Japanese
• Knowledge of the chemical industry, pharma industry and/or drug development is a plus.
   

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.

Come Join us!

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

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