Customer Success Consultant, ADS

About our Team

Elsevier’s Advanced Data Solutions (ADS) supports corporate customers’ digital transformation by providing high‑quality data, semantic enrichment, ontology technologies, and professional services. The ADS Customer Success team—scientists and technology experts—works closely with customers’ IT and data science teams to ensure effective adoption of the ADS portfolio, building trusted relationships and enabling user success.

About the Role

Elsevier is hiring a Customer Success Consultant, ADS. The ADS Customer Success Consultant helps corporate customers successfully adopt and integrate Elsevier’s data, semantic enrichment, and ontology solutions by understanding their goals, advising on best practices, and guiding implementation across onboarding, training, integrations, and workflow enablement. Acting as a trusted technical and scientific advisor, the role works closely with domain experts, data teams, and IT to translate needs into clear use cases, support data delivery and usage patterns, coordinate migrations and upgrades, troubleshoot issues, and ensure smooth adoption. Internally, the consultant collaborates with cross functional team, share insights, and drive value realization and renewal readiness across a hybrid, portfolio‑led environment.

Responsibilities

Commercial Partnership

• Partner with Account Managers and ADS leadership to drive adoption, value realization, and renewal readiness.
• Support complex opportunities with customer context, use‑case insights, and risk assessments.
• Provide feasibility evaluations for ADS solution opportunities.

Customer Enablement & Delivery

• Serve as the primary post‑sales contact for ADS customers.
• Lead onboarding, training, and workflow enablement across user groups.
• Advise on best practices for data usage, integration, and delivery (e.g., APIs, flat files).
• Coordinate migrations, upgrades, and change communication; troubleshoot and resolve issues.
• Identify and mitigate risks related to data delivery, structures, and workflows.

Cross‑Functional Collaboration

• Work closely with Product, ADS Delivery, Professional Services, Customer Success, and regional teams to meet customer requirements.
• Capture and relay customer feedback to improve products and processes.
• Contribute to playbooks, documentation, and enablement materials that scale success.

Governance & Reporting

• Log activities, risks, and success plans in Salesforce; maintain accurate account health records.
• Operate effectively in a hybrid/virtual environment and participate in workshops, training, and team enablement sessions.

Requirements

• Master’s degree or advanced qualification in a relevant field (data/information science, computer science, engineering, life sciences) or equivalent experience.
• Experience enabling enterprise customers to adopt and use data, semantic enrichment/ontology technologies, and analytics solutions within real‑world workflows.
• Strong understanding of data delivery, metadata standards, ontologies/taxonomies, and familiarity with knowledge graphs and ML/AI data readiness.
• Ability to translate customer goals into clear use cases and workflows, with strong consultative communication and stakeholder management skills.
• Proven ability to troubleshoot data access, quality, integration, and workflow adoption issues, including coordinating migrations and upgrades.
• Proficiency with Salesforce/CRM tools, collaboration platforms, and willingness to travel for customer meetings and industry events as required.

Work in a way that works for you

We promote a healthy work/life balance across the organisation. With an average length of service of 9 years, we are confident that 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 remotely from home and our office in a flexible hybrid pattern
• Working flexible hours - flexing the times you work in the day

Working for you

We want to protect your health, help you accumulate wealth and secure your future. We are therefore delighted to offer:

• Health care plans and benefits
• Modern Family Benefits, including maternity, paternity, adoption and surrogacy
• Life assurance and accident policies
• Comprehensive pension and retirement plans
• Access to learning and development resources

About Us

A global leader in information and analytics, we help researchers and healthcare professionals advance science and improve health outcomes for the benefit of society.