At a Glance
- Tasks: Help research institutions maximise data value and drive adoption of AI-driven solutions.
- Company: Join a global leader in information and analytics, advancing science and healthcare.
- Benefits: Enjoy flexible hours, wellbeing initiatives, study assistance, and a healthy work/life balance.
- Other info: Collaborate with cross-functional teams and engage with customers to deliver measurable outcomes.
- Why this job: Make a real impact on scholarly research workflows and contribute to a sustainable future.
- Qualifications: Strong knowledge of software products and excellent consultative skills required.
Are you passionate about helping research institutions maximise the value of data, analytics, and AI-driven solutions to advance science and research?
Do you enjoy partnering with customers and cross-functional teams to deliver measurable outcomes, drive adoption, and shape the future of scholarly research workflows?
About Our Team
The Subject Matter Expert (SME) team is part of Elsevier Customer Success and brings deep product and domain expertise across Elsevier solutions.
We work closely with Customer Success, Sales, Product and Customer Education to support 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 to help improve our products, services and customer experience.
About The Role
The Customer Success Consultant (SME) – Software Solutions provides advanced product and domain expertise, consultative support, and institution-level advisory services for Elsevier customers throughout the post-sales customer journey.
The role partners closely with CSMs, Sales, Sales Engineering team, and other internal teams to help customers address complex needs, adopt and embed Elsevier solutions into their institutional workflows, and achieve meaningful business and research outcomes.
The SME is expected to engage proactively where specialist expertise can improve customer value, address adoption gaps, support strategic use cases, or help mitigate customer risk.
The role complements the responsibilities of CSMs and SEMs, with clear alignment on ownership and engagement to avoid duplication or gaps in coverage.
The role maintains a deep product focus while applying relevant domain expertise, including knowledge of research evaluation, bibliometrics, scientometrics, data analysis, and the scholarly research and publishing ecosystem.
Responsibilities
- Partner with CSMs, Sales, SEMs, and regional leaders to identify accounts needing specialist intervention and proactively engage priority customers.
- Provide institution-level advisory support, helping customers clarify priorities, interpret data and indicators, and embed Elsevier solutions into institutional workflows and evaluation systems.
- Drive adoption and advanced use of software products, supporting customers through complex use cases, change management, and process improvement initiatives.
- Deliver consultation, guidance, training, and support for complex customer escalations in partnership with Product, Support, CSMs, and SEMs.
- Contribute to long-term customer engagement plans, value realization activities, renewals, and account growth initiatives.
- Maintain visibility of specialist activity, customer priorities, and outcomes through agreed systems, including Gainsight.
- Apply expertise in Elsevier AI solutions, generative AI, bibliometrics, research evaluation, and scholarly publishing to customer and business needs.
- Partner across Product, Sales, Sales Engineers, Marketing, Customer Success, and Customer Education to share customer insights and improve learning materials and enablement resources.
Requirements
- Strong technical and business knowledge of Elsevier Software Products; knowledge of Engineering Products or other relevant Elsevier solutions a plus.
- Relevant background in software development, scholarly publishing, information science, data analysis, computer science, or a related field.
- Good understanding of customer needs, workflows, and the scholarly research and publishing ecosystem.
- Strong consultative, customer success, stakeholder-management, strategic, and critical-thinking skills.
- Demonstrated ability to translate customer priorities into practical advisory plans, use cases, and measurable outcomes.
- Ability to work proactively and with a high degree of autonomy while collaborating effectively across teams.
- Excellent analytical, data storytelling, presentation, facilitation, and communication skills.
- Experience with Elsevier products or similar analytical and AI solutions.
- 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 Pattern
Working flexible hours - flexing the times when you work in the day to help you fit everything in and work when you are the most productive.
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.
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.
If performed in Home Based - Poland, the base pay range is zł144,000 - zł267,400.
The total target cash range is zł172,800 - zł320,800.
Pay mix between base and variable pay varies based on sales role; please discuss with the recruiter.
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Customer Success Consultant (SME) in Software Solutions employer: Elsevier
At Elsevier, we pride ourselves on being an excellent employer, particularly for our Java Software Engineer role in Oxford. Our vibrant work culture fosters collaboration and innovation, while our commitment to employee growth is evident through continuous learning opportunities and flexible working arrangements that promote a healthy work-life balance. Join us to be part of a team that values your contributions and supports your professional journey in the exciting field of scientific knowledge sharing.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Consultant (SME) in Software Solutions
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Elsevier. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Elsevier before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Success Consultant (SME) in Software Solutions
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Elsevier:Your cover letter is your chance to shine! Tell us why you want to work at Elsevier specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Elsevier!
How to prepare for a job interview at Elsevier
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
