Location: Alexandria,VA, USA
We are looking for an energetic?Customer Success Consultant (CSC)? to join our global Customer Success team!! The customer success team's responsibility is to maintain subscription levels as well as help grow the market share of Clarivate's solutions and services. You will support our customers in United States Public Sector, where the customer success consultant is required to demonstrate and communicate the value of the portfolio of solutions Clarivate provides to the government market. You will work in the Research & Analytics vertical, supporting tools of bibliometric nature, such as Web of Science, Journal Citation Reports, and InCites Benchmarking & Analytics. This role 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.
You will serve the global community when necessary and concentrates their efforts on large renewal defense and presales 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. If this sounds like an opportunity you are interested in, then we would love to talk to you!!
About You - experience, education, skills, and accomplishments
* Bachelors degree, or equivalent work experience
* 5 years of experience working in publishing, information science, scientific data, research policy, academic research lifecycle, or sciences and government R&D
* 5 years of experience in solution consulting, pre-sales, sales engineer or similar
* 3 years of experience working with the US Government science enterprise, including funders, policy bodies, and labs
It would be great if you also had
* Experience with working, aggregating or presenting bibliometrics
* Master's degree in library information science, Computer/data Science, Sciences or related fields
* Strong problem solving, troubleshooting and analytical skills
* Ability to Take on new opportunities and tough challenges with a sense of urgency and enthusiasm
* Ability to make good and timely decision in a proactive manner under minimal supervision
* Ability to make sense of complex, high quantity, and sometimes contradictory information to effectively solve problems
* Ability to manage time and prioritize workload and to maneuver comfortably through complex policy, process, and people-related dynamics
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
* Identify upsell/cross-sell opportunities and collaborate with sales colleagues to successfully close them
* Support renewal defense and sale strategies with bespoke value-based demonstrations, presentations and documents
* Run non-billable onboarding 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 service skills as demonstrated by ability to anticipate and meet customer needs
* Work in true alignment with the Sales team to support their strategy
* Work closely with fellow Customer Success Consultants, Customer Success Managers, Digital Education, Product Management and Marketing.
About the Team
Our A & G Customer Success team sits within the Revenue organization. Our team is comprised of colleagues across the Americas and the globe who are passionate about helping higher education institutions and libraries achieve their goals. What we do matters to librarians who need smoother paths to fulfilling their missions to help students, faculty, and researchers think forward
Hours of Work
* Full time, permanent
* Although duties are typically performed during normal business hours, off-hours work/on-call shifts may be required to meet customer and/or business needs.
* Hybrid working schedule on-site 2-3 days/week.
* Must be willing to travel up to 25%
Clarivate is an Equal Opportunity Employer Vets/Minorities/Women/Disabled