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 Western territory as a pre and post sales consultant, supporting the Western 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 experience3+ years of experience in publishing, information science, scientific data, research policy, academic research lifecycle, or sciences and government R&DWillingness to travel up to 25% to visit customers and attend conferences.

It would be great if you also have…

5-7+ years of experience in the scholarly research ecosystemMaster’s degree in library information science, Computer/data Science, Sciences or related fieldsExperience with working, aggregating or presenting bibliometrics (research evaluation)Previous experience in solution consulting, or customer education/successPublished academic research and/or public speaking experience in domain area

What will you be doing in this role?

Become a trusted advisor to our most important customers by building strong relationshipsFocus on customer outcomes: Adoption, Retention, Growth and Customer delightSupport renewal defense with bespoke value-based demonstrations, presentations and documentsRuns non-billable onboarding and refresher activities, post-implementationParticipate as a presenter or panel member at multi-client trade shows, industry events and client meetingsPrioritize, triage, plan, track and capture client related activityOffer strong customer success skills as demonstrated by ability to anticipate and meet customer needsWork in true alignment with the Sales team to support renewal strategiesWork closely with fellow Customer Success Consultants, Customer Success Managers, Digital Education, Product Management and MarketingConvey a clear understanding of customer needs and success measuresClearly demonstrate complex solutions and servicesCoordinate and schedule both private and public webinars to keep our customers updated on the solutions’ recent enhancements, at a regular cadenceGain the confidence and trust of others through integrity and honestyMake good and timely decisions in a proactive manner under minimal supervisionMake sense of complex, high quantity, and sometimes contradictory information to effectively solve problemsManage 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. 

Clarivate is an Equal Opportunity Employer Vets/Minorities/Women/Disabled