Customer Success Consultant (SME) - Analytics

Are you passionate about helping academic and research institutions unlock real value from analytics and AI solutions?

Do you thrive in a consultative role where you can combine data expertise, customer engagement, and strategic impact?

About our Team:

Elsevier is a global information analytics company that helps institutions and professionals progress science, advance healthcare and improve performance for the benefit of humanity. We serve the research, academic and clinical communities through the application of technology and analytics to content. In this way, we empower those communities to contribute to social progress, to enhance human well-being and to share and expand the breadth of human knowledge.

About the Role:

As a Customer Success Consultant, you will partner with academic and research customers to drive successful adoption and long‑term value from Elsevier’s analytics and AI solutions. You will combine deep product expertise with consultative skills to support onboarding, training, change management, and ongoing engagement, working closely with Sales, Customer Success, and Product teams. Acting as a trusted advisor, you will help customers embed Elsevier’s solutions into their workflows and achieve their strategic goals.

Responsibilities:

• Coordinate with the CSMs and Training teams for successful adoption, configuration, and deployment of Analytics Products (e.g. SciVal, Scopus, leveraging bibliometric and scientometric expertise and overall product knowledge)
• Knowledge of Elsevier AI solutions and general generative AI technology landscape
• Guide Elsevier’s potential and current clients through onboarding, change management and process improvement, leading to Elsevier becoming a core part of their institutional ecosystem.
• Introduce and drive change management activities to help clients transform their processes and to recognize the greatest value from Elsevier’s product suite.
• Demonstrate breadth and depth of knowledge in aligning Elsevier’s capabilities to potential and current customers priorities and position relative to our competitors.
• Provide oversight and guidance for the CSM when required in terms of onboarding and implementation of the business solution and validate the final approach satisfies the defined customer requirements.
• Provide in-depth training on solutions when required by the Customer and/or Sales team for opportunities when required
• Assist and/or lead with customer escalations, when necessary, by leveraging expertise and providing solutions or workarounds if possible, working closely with the Software Solutions product teams.
• Spearhead internal cross functional improvement projects by educating CSM team and helping to build internal documentation to support customer success.
• Understand customer use cases for Elsevier offerings and explain how our portfolio can meet or exceed customer requirements.
• Work closely with Elsevier business units (Product, Sales, Marketing, Customer Success) for development and design of our solutions offerings
• Called upon if need arises from within region either by sales or CSM (after needs analysis)- technical expert on a particular product/in depth knowledge.
• Utilize industry knowledge to position Elsevier for the customers success.
• Create and build on knowledge management solutions related to SaaS products that will make it easier and simpler for our customers to perform “self-service” functions to learn specific aspects and SaaS product capabilities. These solutions can also be used for internal training purposes.
• Act as a trusted advisor by supporting a CSM as appropriate by contributing to the long-term engagement plans around renewals and account growth while providing support and guidance directly aligned to objectives of our customers and Elsevier’s overall ambition.

Requirements:

• Relevant Education background
• Strong knowledge of Elsevier Analytical and Engineering Products
• Solid background in relevant field of expertise – for example, computer science or mathematics undergraduate study and/or prior computer science and software work experience.
• In-depth understanding of our Elsevier A&G customers with respect to their needs/ambitions/obstacles/workflows and interaction with our products
• Advanced consultative sales and customer success skills
• Excellent analytical, presentation, data analytical and communication skills
• Data storytelling and advisory capabilities essential
• Experience in building influential and reliable networks within customers organization
• Prior use of products in our product portfolio, or similar analytical and AI solutions
• Experienced in working in an international matrix organization
• Strong communication (verbal and written) and presentation skills in English, additional languages a plus

Work in a way that works for you:

We promote a healthy work/life balance across the organisation. We offer an appealing working prospect for our people. With numerous wellbeing initiatives, shared parental leave, study assistance and sabbaticals, we will help you meet your immediate responsibilities and your long-term goals.

Working for you:

We know that your wellbeing and happiness are key to a long and successful career. These are some of the benefits we are delighted to offer:

• Health Benefits: Comprehensive, multi-carrier program for medical, dental and vision benefits
• Retirement Benefits: 401(k) with match and an Employee Share Purchase Plan
• Wellbeing: Wellness platform with incentives, Headspace app subscription, Employee Assistance and Time-off Programs
• Short-and-Long Term Disability, Life and Accidental Death Insurance, Critical Illness, and Hospital Indemnity
• Family Benefits, including bonding and family care leaves, adoption and surrogacy benefits
• Health Savings, Health Care, Dependent Care and Commuter Spending Accounts
• In addition to annual Paid Time Off, we offer up to two days of paid leave each to participate in Employee Resource Groups and to volunteer with your charity of choice

About the business:

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. What you do every day will help advance science and healthcare to advance human progress.

U.S. National Base Pay Range: $72,200 - $120,200. Total Target Cash Range: $111,000 - $184,800. Geographic differentials may apply in some locations to better reflect local market rates. Base Pay Range for CO is $72,200 - $120,200. Total Target Cash Range for CO is $111,000 - $184,800. Base Pay Range for IL is $75,800 - $126,200. Total Target Cash Range for IL is $116,500 - $194,100. Base Pay Range for Chicago, IL is $79,500 - $132,200. Total Target Cash Range for Chicago, IL is $122,100 - $203,300. Base Pay Range for MD is $75,800 - $126,200. Total Target Cash Range for MD is $116,500 - $194,100. Base Pay Range for NY is $79,500 - $132,200. Total Target Cash Range for NY is $122,100 - $203,300. Base Pay Range for New York City is $83,000 - $138,200. Total Target Cash for New York City is $127,600 - $212,600. Base Pay Range for Rochester, NY is $68,600 - $114,100. Total Target Cash Range for Rochester, NY is $105,500 - $175,500. Base Pay Range for OH is $68,600 - $114,100. Total Target Cash Range for OH is $105,500 - $175,500. Base Pay Range for NJ is $81,389 - $130,011. Total Target Cash Range for NJ is $130,977 - $209,223. Application deadline is 03/19/2026.

We know your well-being and happiness are key to a long and successful career. We are delighted to offer country specific benefits. Click here to access benefits specific to your location.

We are committed to providing a fair and accessible hiring process. If you have a disability or other need that requires accommodation or adjustment, please let us know by completing our Applicant Request Support Form or please contact 1-855-833-5120.

Criminals may pose as recruiters asking for money or personal information. We never request money or banking details from job applicants. Learn more about spotting and avoiding scams here.

Please read our Candidate Privacy Policy.

We are an equal opportunity employer: 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.

USA Job Seekers:

EEO Know Your Rights.