Customer Success Consultant (SME) Analytics

About the role

The Customer Success Consultant (SME) – Analytical Products provides advanced product and domain expertise to Elsevier customers, partnering with Customer Success Managers throughout the post‑sales journey. You will deliver solutioning, advisory support and thought leadership for analytics solutions such as SciVal and Scopus.

Key responsibilities

• Coordinate with Customer Success Managers and Customer Education teams to support adoption and advanced use of Analytics Products, including SciVal and Scopus.
• Maintain strong knowledge of Elsevier AI solutions and the broader generative AI technology landscape, applying this knowledge to customer and business needs.
• Support customers with complex use cases, change management and process improvement to maximise value from Elsevier’s Analytics solutions.
• Align Elsevier’s capabilities with current and potential customer priorities and position solutions relative to competitors.
• Provide advanced consultation, guidance and training where deeper product, methodological or domain expertise is required.
• Lead complex customer escalations, collaborating with Product, Support and other internal teams to identify appropriate solutions or workarounds.
• Apply knowledge of bibliometrics, research evaluation and the scholarly publishing ecosystem to support customer needs.
• Collaborate with Product, Sales, Marketing and Customer Education to share insights, improve solutions and learning resources, and contribute to long‑term engagement plans.

Required profile

• Strong knowledge of Elsevier Analytical Products; engineering product knowledge a plus.
• 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.
• Strategic and critical‑thinking abilities with a solution‑oriented mindset.
• Ability to work autonomously while collaborating effectively across teams.
• Excellent analytical, data‑storytelling, presentation and communication skills.
• Experience with Elsevier or similar analytical and AI solutions in an international matrix organisation; strong English skills.

What we offer

• Flexible working hours to support a healthy work‑life balance.
• Wellbeing initiatives including shared parental leave, study assistance and sabbaticals.