Customer Success Consultant

Clarivate - Alexandria, VA

Full-time - Mid Level

Hybrid - Alexandria, VA

Professional, Scientific, and Technical Services

About the position

The Customer Success Consultant (CSC) at Clarivate 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 focuses on building strong customer relationships, demonstrating the value of Clarivate's portfolio, and supporting tools related to bibliometrics. The CSC will act as a trusted advisor, ensuring customer satisfaction and success through effective solutioning and collaboration with sales teams.

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

• Bachelor's 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 roles.
• 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.

Benefits

• Full-time permanent position with a hybrid working schedule (on-site 2-3 days/week).
• Opportunity to travel up to 25% for customer and business needs.