We are looking for an experienced Customer Success Consultant to join our Academia & Government team in EMEA! The main purpose of the Customer Success Consultant is to maintain subscription levels as well as help grow the market share of Clarivate’s solutions and services.
In this role you will demonstrate and communicate the value of the portfolio of solutions Clarivate provides to the Academic and Government market. This will be a global role. If you possess the ability to build a strong customer relationship and deep-dive into specific areas, products, services and domains with a true focus on needs-based solutioning, then we would love to talk to you!
About You – experience, education, skills, and accomplishments.
• Bachelor’s degree in Library Information Science, Computer/Data Science or related fields.
• At least 5 years of experience in the academic research ecosystem, publishing, information science, scientific data, research policy, academic research lifecycle, or sciences... and government R&D
• Fluency in Czech/Slovak, German and English required
It would be great if you also had . . .
• Advanced degree in a related field.
• Previous experience in a library operations or customer facing role, including ability to manage customer escalations and negotiate resolution.
• Knowledge of or experience working in Academic Library marketplace, higher education publishing, and/or education technology.
• Prior experience in solution consulting, pre-sales, sales engineering or as SME
• Experience with working, aggregating or presenting bibliometrics.
• Programming experience in Python or R is an additional advantage
What will you be doing in this role?
• Become a trusted advisor to our most important customers by building strong relationships.
• Focus on customer outcomes: Adoption, Retention, Growth and Customer delight.
• Identify upsell/cross-sell opportunities and collaborate with sales colleagues to successfully close them.
• Support renewals and new sales with bespoke value-based demonstrations, presentations and documents.
• Run onboarding activities
• Participate as a presenter or panel member at multi-client trade shows, industry events and client meetings.
• Prioritize, triage, plan, track and capture client related activities.
• Offer strong customer service skills as demonstrated by ability to anticipate and meet customer needs.
• Work closely and in true alignment with Account managers, Product sales, Product Management and Marketing.
About the Team
The role reports to the Director of Customer Success Consulting in EMEA, based in Czech Republic.
The A & G Customer Success team sits within the Revenue organization. Our global team is comprised of colleagues across the Americas, EMEA and APAC who are passionate about helping universities, research institutes and government agencies to achieve their goals and fulfill their mission. This role sits within the EMEA team, where you will work with 14 multilingual and multicultural colleagues, fostering a culture of mutual support and cooperation.
Hours of Work
This is a full-time, permanent position based in Serbia or Czech Republic.
This position requires weekday (Monday - Friday) attendance with some scheduling flexibility available to adjust to various global time zones as needed. The teams you will work with are primarily located in EMEA, and you may also work with teams internationally in APAC and the US.
This position will require between 20%-40% travel.
#LI-Hybrid, #LI-Remote
At Clarivate, we are committed to providing equal employment opportunities for all persons with respect to hiring, compensation, promotion, training, and other terms, conditions, and privileges of employment. We comply with applicable laws and regulations governing non-discrimination in all locations
Belgrade Serbia