At a Glance
- Tasks: Help customers maximise value from advanced research analytics solutions and provide expert support.
- Company: Join a global leader in information and analytics, making a real impact on science and healthcare.
- Benefits: Enjoy flexible working hours, wellbeing initiatives, study assistance, and a healthy work/life balance.
- Other info: Work in a dynamic environment with opportunities for personal and professional growth.
- Why this job: Shape best-in-class solutions while collaborating with diverse teams and driving customer success.
- Qualifications: Strong knowledge of analytics products and excellent consultative skills required.
The predicted salary is between 37800 - 46200 £ per year.
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 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) – 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.
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.
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.
We know your well-being and happiness are key to a long and successful career. We are delighted to offer country specific benefits. 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. 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.
Customer Success Consultant (SME) Analytics in London employer: RELX
RELX is an exceptional employer, offering a dynamic work environment in the heart of London where innovation meets collaboration. With a strong focus on employee wellbeing, generous benefits, and opportunities for professional growth, you will be empowered to influence strategic decisions across multiple business segments while enjoying a healthy work/life balance. Join us to be part of a forward-thinking team that values your contributions and fosters a culture of shared success.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Consultant (SME) Analytics in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at RELX. 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 RELX 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) Analytics in London
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 RELX:Your cover letter is your chance to shine! Tell us why you want to work at RELX 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 RELX!
How to prepare for a job interview at RELX
✨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.
