Customer Success Consultant

Clarivate Analytics - Philadelphia, PA

Full-time

Hybrid - Philadelphia, PA

Computing Infrastructure Providers, Data Processing, Web Hosting, and Related Services

About the position

The Customer Success Consultant (CSC) at Clarivate Analytics is responsible for maintaining subscription levels and expanding market share for the company's solutions and services within the United States Public Sector. This role involves demonstrating the value of Clarivate's portfolio, building strong customer relationships, and focusing on customer outcomes such as adoption, retention, and growth. The CSC will work closely with various teams to support renewal defense and presales activities, ensuring customers achieve their desired outcomes with Clarivate's products.

Responsibilities

• 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 renewal defense and sale strategies with bespoke value-based demonstrations, presentations and documents
• Run non-billable onboarding activities post-implementation
• 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 activity
• Offer strong customer service skills as demonstrated by ability to anticipate and meet customer needs
• Work in true alignment with the Sales team to support their strategy
• Work closely with fellow Customer Success Consultants, Customer Success Managers, Digital Education, Product Management and Marketing.

Requirements

• Bachelors degree, or equivalent work experience
• 5 years of experience working in publishing, information science, scientific data, research policy, academic research lifecycle, or sciences and government R D
• 5 years of experience in solution consulting, pre-sales, sales engineer or similar
• 3 years of experience working with the US Government science enterprise, including funders, policy bodies, and labs

Nice-to-haves

• Experience with working, aggregating or presenting bibliometrics
• Master's degree in library information science, Computer/data Science, Sciences or related fields
• Strong problem solving, troubleshooting and analytical skills
• Ability to take on new opportunities and tough challenges with a sense of urgency and enthusiasm
• Ability to make good and timely decisions in a proactive manner under minimal supervision
• Ability to make sense of complex, high quantity, and sometimes contradictory information to effectively solve problems
• Ability to manage time and prioritize workload and to maneuver comfortably through complex policy, process, and people-related dynamics.

Benefits

• Equal Employment Opportunity
• Reasonable accommodations for qualified individuals with disabilities