Are you passionate about helping customers maximize the value of advanced research analytics solutions?Would you like to apply your product and domain expertise to complex customer needs while shaping best-in-class Elsevier solutions?About the TeamThe 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 RoleThe Customer Success Consultant (SME) – Analytical Products will provide advanced product and domain expertise and consultative support for Elsevier customers, in partnership with Customer Success Managers, throughout the post-sales customer journey. You will 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.ResponsibilitiesCoordinate 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
Customer Success Consultant (SME) Analytics in Kennington employer: RELX Group
At ICIS, we pride ourselves on being an exceptional employer, offering a dynamic work culture that fosters curiosity and creativity. Our London-based team thrives in a fast-paced environment, providing ample opportunities for professional growth and the chance to become a recognised expert in the evolving energy market. With a commitment to employee well-being and a range of country-specific benefits, we ensure our staff are supported in their pursuit of meaningful and rewarding careers.
