Customer Success Consultant (SME) – Analytical Products

Are you passionate about helping customers turn research data and analytics into meaningful insights and outcomes?

Would you like to combine product expertise with consultative customer engagement to help research institutions maximize the value of Elsevier solutions?

About the Team

The Subject Matter Expert (SME) team is part of Elsevier Customer Success and brings product and domain expertise across Elsevier solutions.

We work closely with Customer Success Managers (CSMs), Sales, SEMs, Product, Support, and Customer Education to address complex customer needs, strengthen adoption and value realization, and support key customer accounts.

The team also brings customer and market insights back into the business, helping us continuously improve our products, services, and overall customer experience.

About the Role

As a Customer Success Consultant (SME) – Analytical Products, you will provide product and domain expertise, consultative support, and institution-level advisory services to Elsevier customers throughout their post-sales journey.

You will work closely with Customer Success Managers, Sales, and other internal teams to help customers address complex needs, successfully adopt Elsevier solutions into their institutional workflows, and achieve meaningful research and business outcomes.

You will proactively engage where specialist expertise can increase customer value, address adoption gaps, support strategic use cases, or help mitigate customer risk.

The role combines strong product knowledge with an understanding of research analytics, research evaluation, bibliometrics, and the broader scholarly research and publishing ecosystem.

Responsibilities

As a Customer Success Consultant (SME) – Analytical Products, you will:

• Partner with Customer Success Managers, Sales, SEMs, and regional teams to identify customers who would benefit from specialist support.
• Provide consultative support to help customers understand their priorities, interpret research data and indicators, and apply Elsevier solutions within their institutional workflows.
• Support the adoption and advanced use of analytical products such as SciVal and Scopus.
• Act as a trusted advisor, helping translate customer needs into practical use cases, recommendations, and measurable outcomes.
• Provide advanced product guidance, consultation, and training and assist with complex customer needs or escalations.
• Contribute to long-term customer engagement, value realization, retention, renewal, and account growth.
• Maintain knowledge of Elsevier analytical and AI capabilities, Generative AI developments, research evaluation, and the scholarly publishing ecosystem.
• Work across Product, Sales, Marketing, Customer Success, Support, and Customer Education to share customer feedback and market insights.
• Identify recurring customer needs, market trends, and adoption barriers to support improvements in our products and customer experience.
• Maintain visibility of customer priorities, SME activities, and outcomes through agreed systems such as Gainsight.

Requirements

To be successful as a Customer Success Consultant (SME) – Analytical Products, you will:

• Have experience or knowledge in research analytics, scholarly publishing, information science, data analysis, or a related area.
• Be comfortable working with research data and analytical products. Experience with SciVal, Scopus, or similar solutions would be an advantage.
• Enjoy working directly with customers and helping them turn complex needs into practical solutions.
• Have strong communication, presentation, and stakeholder-management skills.
• Be analytical, curious, and comfortable working independently while collaborating across different teams.
• Have an interest in AI and Generative AI and how these technologies can support research and analytics.
• Have strong English communication skills; Japanese language skills are strongly preferred.
• A Bachelor's degree or equivalent relevant experience is preferred. Further academic or professional experience is an advantage.

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.

About the Business

A global leader in information and analytics, Elsevier helps 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.

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.

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