Customer Consultant, Pure & Mendeley Data
Do you have excellent in-depth knowledge of SaaS products? Do you have experience in supporting Pure and other software solutions such as Interfolio?
About our Team
The Customer Consultant team for Pure and Mendeley Data at Elsevier is dedicated to empowering institutions and researchers with advanced tools for research management and data collaboration. Our experts specialize in delivering tailored solutions to help clients maximize the potential of Pure, a leading research information management system, and Mendeley Data, a powerful data-sharing platform. By offering personalized consultations, training, and ongoing support, we enable our customers to streamline workflows, enhance research visibility, and meet compliance requirements with ease.
About the Role
The role of the Customer Success Consultant (SME)—Software Solutions will be to provide deeper expertise and consultative support for Elsevier customers through partnership with the Customer Success Manager (CSM) in alignment with the post-sales customer journey. The team of CSCs will provide over and above solutioning, advisory, domain expertise, and thought leadership across the customer base with a deep product focus.
Responsibilities
* Coordinating with CSMs and Training teams to ensure SaaS products' successful adoption, configuration, and deployment.
* Guiding clients through onboarding and process improvements, integrating Elsevier into their institutional ecosystem.
* Driving change management to optimize processes and maximize value from Elsevier’s product suite.
* Aligning Elsevier’s capabilities to customer priorities while considering competitors' positioning.
* Supporting CSMs in onboarding and validating solutions meet customer requirements.
* Delivering in-depth training for customers or sales teams when required.
* Addressing escalations by offering solutions, collaborating with product teams to resolve issues effectively.
Requirements
* University degree with strong knowledge of Elsevier SaaS products.
* Background in computer science, mathematics, or relevant technical experience.
* Deep understanding of Elsevier A&G customers’ workflows, needs, and challenges.
* Advanced consultative sales and customer success skills.
* Excellent analytical, presentation, and communication skills.
* Proven ability to build influential networks within customer organizations.
* Interest or background in customer engagement.
* Skilled in working within international matrix organizations.
* Fluent in English; additional languages are advantageous.
* Passionate about ensuring customer satisfaction and enhancing Elsevier’s reputation.
#J-18808-Ljbffr