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About the Role
Provide advanced product and domain expertise and consultative support for Elsevier customers, in partnership with Customer Success Managers, throughout the post-sales customer journey. Deliver advanced solutioning, advisory support and thought leadership with a deep product focus, while collaborating with Sales, Product, Marketing and Customer Education to address complex requirements and improve customer outcomes.
Responsibilities
- Coordinate with Customer Success Managers and Customer Education teams to support successful adoption and advanced use of Analytics Products, including SciVal and Scopus, leveraging deep product, bibliometric and scientometric expertise.
- Maintain strong knowledge of Elsevier AI solutions and the broader generative AI technology landscape, applying this knowledge to relevant customer and business needs.
- Support customers with complex use cases, change management and process improvement to help them maximise value from Elsevier’s Analytics solutions.
- Align Elsevier’s capabilities with current and potential customer priorities and position our solutions relative to competitors.
- Provide advanced consultation, guidance and training where deeper product, methodological or domain expertise is required.
- Support or lead complex customer escalations, working closely with Product, Support and other internal teams to identify appropriate solutions or workarounds.
- Apply knowledge of bibliometrics, research evaluation and the scholarly research and publishing ecosystem to support customer needs and product use cases.
- Collaborate with Product, Sales, Marketing, Customer Success and Customer Education to share insights, improve solutions and learning resources, support internal knowledge sharing, and contribute to long-term engagement plans around renewals and account growth.
Requirements
- Strong knowledge of Elsevier Analytical Products; Engineering Products knowledge a plus.
- Relevant background in research analytics, bibliometrics, scholarly publishing, information science, data analysis, computer science, or a related field.
- Good understanding of A&G customer needs, workflows and the scholarly research and publishing ecosystem.
- Strong consultative, customer success and stakeholder-management skills.
- Strong strategic and critical-thinking skills with a solution-oriented mindset.
- Ability to work with a high degree of autonomy, while collaborating effectively across teams.
- Excellent analytical, data storytelling, presentation and communication skills.
- Experience with Elsevier products or similar analytical and AI solutions, and working in an international matrix organisation; strong English skills, additional languages a plus.
Skills
- Product expertise
- Domain expertise
- Bibliometrics
- Scientometrics
- Generative AI
- Consultative skills
- Customer success
- Stakeholder management
- Strategic thinking
- Critical thinking
- Analytical skills
- Data storytelling
- Presentation skills
- Communication skills
Work Type
- Flexible hours
Benefits
- Wellbeing initiatives
- Shared parental leave
- Study assistance
- Sabbaticals
- Country specific benefits
About the Company
- A global leader in information and analytics, we help researchers and healthcare professionals advance science and improve health outcomes for the benefit of society.
- Building on our publishing heritage, we combine quality information and vast data sets with analytics to support visionary science and research, health education and interactive learning, as well as exceptional healthcare and clinical practice.
- At Elsevier, your work contributes to the world's grand challenges and a more sustainable future.
- We harness innovative technologies to support science and healthcare to partner for a better world.
Equal Opportunity
- Qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law.