Customer Success Consultant

About the role

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 Eastern territory as a pre- and post-sales consultant, focusing on the US academic market. The Customer Success Consultant is required to demonstrate and communicate the value of Clarivate’s portfolio of solutions to the academic and government market.

Positioned in the Research & Analytics vertical, you will support tools of bibliometric nature, such as Web of Science, Journal Citation Reports, and InCites Benchmarking & Analytics. This role involves building strong customer relationships and deep-diving into specific areas, products, services, and domains with a focus on needs-based solutioning. The position serves the global community when necessary and concentrates efforts on large renewal defense and post-sales activities. The ideal candidate will deepen Clarivate’s entrenchment within customers’ workflow, act as a trusted advisor, and help customers achieve their desired outcomes with Clarivate’s products.

Responsibilities

• Become a trusted advisor to key customers by building strong relationships
• Focus on customer outcomes: adoption, retention, growth, and customer delight
• Support renewal defense with bespoke value-based demonstrations, presentations, and documents
• Run non-billable onboarding and refresher 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 success skills by anticipating and meeting customer needs
• Work in alignment with the Sales team to support renewal strategies
• Collaborate closely with fellow Customer Success Consultants, Customer Success Managers, Digital Education, Product Management, and Marketing
• Convey a clear understanding of customer needs and success measures
• Demonstrate complex solutions and services clearly
• Coordinate and schedule both private and public webinars to keep customers updated on recent solution enhancements at a regular cadence
• Gain the confidence and trust of others through integrity and honesty
• Make good and timely decisions in a proactive manner under minimal supervision
• Make sense of complex, high-quantity, and sometimes contradictory information to solve problems effectively
• Manage time and prioritize workload to navigate 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 Web of Science, Journal Citation Reports, and InCites Benchmarking & Analytics. The main customer base includes research institutions in academia, government, and corporate markets of all sizes. Each consultant covers a given territory within the region and works closely with sales colleagues and product teams. This team has a long legacy within the company, providing a strong and supportive environment for new members to thrive.

Experience, Education, Skills, and Accomplishments

• Bachelor’s degree in library information science, computer/data science, sciences, or related fields, or equivalent relevant work experience
• 5+ years of experience in publishing, information science, scientific data, research policy, academic research lifecycle, or sciences and government R&D
• Willingness to travel up to 30% to visit customers and attend conferences
• It would be great if you also have:
  • 5–7+ years of experience in the scholarly research ecosystem
  • Master’s degree in library information science, computer/data science, sciences, or related fields
  • Experience working with, aggregating, or presenting bibliometrics (research evaluation)
  • Previous experience in solution consulting or customer education/success
  • Published academic research and/or public speaking experience in domain area
  • Additional language fluency speaking Spanish and French

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. Must live within an EST or CST time zone.