Customer Success Consultant (SME) Analytics

Overview

In this role you drive advanced product and domain expertise to help customers maximize value from Elsevier Analytics solutions. You will partner with Customer Success, Sales, Product and Education to support complex use cases and adoption, guiding customers through post-sales journey. You will apply bibliometrics and scientometrics knowledge to tailor solutions, manage escalations, and share insights to shape product and learning resources. This is a cross-functional, impact-focused role that blends advisory leadership with hands-on analytics. You will work in a global team that translates customer needs into differentiated value through SciVal, Scopus and AI-enabled capabilities.

Pay / Benefits

• wellbeing initiatives
• shared parental leave
• study assistance
• sabbaticals
• flexible working hours
• location-based benefits

Responsibilities

• Coordinate with Customer Success Managers and Education teams to support adoption and advanced use of Analytics Products (SciVal and Scopus) using bibliometric expertise
• Maintain knowledge of Elsevier AI solutions and generative AI landscape to address customer needs
• Support complex use cases, change management and process improvement to maximise value from Analytics solutions
• Align Elsevier capabilities with customer priorities and position against competitors
• Provide advanced consultation, guidance and training for deeper product, methodological or domain expertise
• Support or lead complex customer escalations with internal teams to identify solutions or workarounds
• Apply bibliometrics, research evaluation and scholarly publishing knowledge to customer needs
• Collaborate across Product, Sales, Marketing, Customer Success and Education to share insights and improve solutions and learning resources
• contribute to long-term engagement plans around renewals and account growth

Key requirements

• Strong knowledge of Elsevier Analytical Products; Engineering Products knowledge a plus
• Background in research analytics, bibliometrics, scholarly publishing, information science, data analysis, computer science or related field
• Understanding of A&G customer needs and scholarly publishing ecosystem
• Strong consultative, customer success and stakeholder-management skills
• Strong strategic and critical-thinking with a solution-oriented mindset
• Ability to work autonomously while collaborating across teams
• Excellent analytical, data storytelling, presentation and communication skills
• Experience with Elsevier products or similar analytical and AI solutions in an international matrix organization; strong English; additional languages a plus

• Consultative mindset
• Stakeholder-management
• Strategic thinking
• Knowledge of Elsevier Analytical Products
• Bibliometrics and scientometrics
• AI solutions and generative AI awareness

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