Customer Consultant, Pure & Mendeley Data

Customer Consultant, Pure & Mendeley Data

About our Team

The Customer Consultant team for Pure and Mendeley Data at Elsevier is dedicated to empowering institutions and researchers with advanced tools for research management and data collaboration. Our experts specialize in delivering tailored solutions to help clients maximize the potential of Pure, a leading research information management system, and Mendeley Data, a powerful data-sharing platform. By offering personalized consultations, training, and ongoing support, we enable our customers to streamline workflows, enhance research visibility, and meet compliance requirements with ease. Passionate about fostering innovation, our team bridges the gap between cutting-edge technology and the ever-evolving needs of the global research community.

About the Role

The role of the Customer Success Consultant (SME)—Software Solutions will be to provide deeper expertise and consultative support for Elsevier customers through partnership with the Customer Success Manager (CSM) in alignment with the post-sales customer journey. The team of CSCs will provide over and above solutioning, advisory, domain expertise, and thought leadership across the customer base with a deep product focus. The role will work with Sales, Product, and Marketing to assist with complex customers' requirements, helping to deliver the best-in-class solutions on Elsevier’s offering.

Responsibilities

• Coordinating with CSMs and Training teams to ensure SaaS products' successful adoption, configuration, and deployment.
• Guiding clients through onboarding and process improvements, integrating Elsevier into their institutional ecosystem.
• Driving change management to optimize processes and maximize value from Elsevier’s product suite.
• Aligning Elsevier’s capabilities to customer priorities while considering competitors' positioning.
• Supporting CSMs in onboarding and validating solutions meet customer requirements.
• Delivering in-depth training for customers or sales teams when required.
• Addressing escalations by offering solutions, collaborating with product teams to resolve issues effectively.

Requirements

• University degree with strong knowledge of Elsevier SaaS products.
• Background in computer science, mathematics, or relevant technical experience.
• Deep understanding of Elsevier A&G customers’ workflows, needs, and challenges.
• Advanced consultative sales and customer success skills.
• Excellent analytical, presentation, and communication skills.
• Proven ability to build influential networks within customer organizations.
• Interest or background in customer engagement.
• Skilled in working within international matrix organizations.
• Fluent in English; additional languages are advantageous.
• Passionate about ensuring customer satisfaction and enhancing Elsevier’s reputation.

Work in a way that works for you

We promote a healthy work/life balance across the organization. We offer numerous wellbeing initiatives, shared parental leave, study assistance, and sabbaticals to help you meet your immediate responsibilities and long-term goals. 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.

Working for you

We know that your wellbeing and happiness are key to a long and successful career. These are some of the benefits we are delighted to offer:

• Generous holiday allowance with the option to buy additional days.
• Health screening, eye care vouchers, and private medical benefits.
• Wellbeing programs.
• Life assurance.
• Access to a competitive contributory pension scheme.
• Save As You Earn share option scheme.
• Travel season ticket loan.
• Electric Vehicle Scheme.
• Optional dental insurance.
• Maternity, paternity, and shared parental leave.
• Employee Assistance Programme.
• Access to emergency care for both the elderly and children.
• RECARES days, giving you time to support the charities and causes that matter to you.
• Access to employee resource groups with dedicated time to volunteer.
• Access to extensive learning and development resources.
• Access to an employee discounts scheme via Perks at Work.

About the Business

We are part of a global leader in information and analytics, helping 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.