Customer Success Consultant

Clarivate Analytics; Pennsylvania; Hybrid; USD 90,000 - 120,000; Full time

Job summary

Clarivate is seeking a Customer Success Consultant to support the Eastern territory for the US academic market, focusing on Web of Science, Journal Citation Reports, and InCites. The role emphasizes building strong customer relationships and needs-based solutions.

You will work in a global Customer Success team, collaborating with Sales and Product to maximize adoption, retention, and growth while supporting renewals and post-sales activities.

Qualifications

• Bachelor’s degree in library information science, computer/data science, sciences or related fields or equivalent relevant work experience.
• 5+ years in publishing, information science, scientific data, research policy, academic lifecycle, or sciences R&D.
• Willingness to travel up to 30% to visit customers and conferences.
• 5-7+ years in scholarly research ecosystem is a plus.
• Master’s degree in related fields.
• Experience with bibliometrics (research evaluation).
• Experience in solution consulting or customer education/success.
• Published academic research and/or public speaking experience.
• Fluency in Spanish and French.

Responsibilities

• Become a trusted advisor by building strong relationships with key customers.
• Focus on customer outcomes: Adoption, Retention, Growth, and delight.
• Support renewal defense with value-based demonstrations, presentations, and documents.
• Lead non-billable onboarding and refresher activities post-implementation.
• Present or participate at multi-client trade shows, industry events and client meetings.
• Prioritize, plan, and track client-related activity and outcomes.
• Collaborate with Sales, Digital Education, Product Management and Marketing.
• Convey clear understanding of customer needs and success measures.
• Coordinate webinars to update customers on enhancements.

Skills

Customer relationship building

Needs-based solutioning

Public speaking

Spanish

French

Education

Bachelor's degree

Master's degree

Tools

Web of Science

Journal Citation Reports

InCites Benchmarking & Analytics

Job description

Clarivate is seeking a dynamic Customer Success Consultant to join our global Customer Success team! In this role, you will support our customers in the Eastern territory as a pre and post sales consultant, supporting the US academic market. The Customer Success Consultant is required to demonstrate and communicate the value of the portfolio of solutions Clarivate provides to the academic and government market. Positioned in the Research & Analytics vertical, you will be supporting tools of bibliometric nature, such as Web of Science, Journal Citation Reports, and InCites Benchmarking & Analytics. This crucial team member is specifically characterized by an 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. This role serves the global community when necessary and concentrates their efforts on large renewal defense and post sales activities. The ideal candidate will have the aptitude to deepen Clarivate’s entrenchment within customers’ workflow, be a trusted advisor, and have a passion for helping customers achieve their desired outcomes with our products.

About You – experience, education, skills, and accomplishments

• Bachelor’s degree in library information science, Computer/data Science, Sciences or related fields or equivalent relevant work experience
• 5+ years of experience in publishing, information science, scientific data, research policy, academic research lifecycle, or sciences and government R&D
• Willingness to travel up to 30% to visit customers and attend conferences.
• It would be great if you also have… 5-7+ years of experience in the scholarly research ecosystem
• Master’s degree in library information science, Computer/data Science, Sciences or related fields
• Experience with working, aggregating or presenting bibliometrics (research evaluation)
• Previous experience in solution consulting, or customer education/success
• Published academic research and/or public speaking experience in domain area
• Additional language fluency speaking Spanish and French

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
• Support renewal defense with bespoke value-based demonstrations, presentations and documents
• Runs non-billable onboarding and refresher 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 success skills as demonstrated by ability to anticipate and meet customer needs
• Work in true alignment with the Sales team to support renewal strategies
• Work closely with fellow Customer Success Consultants, Customer Success Managers, Digital Education, Product Management and Marketing
• Convey a clear understanding of customer needs and success measures
• Clearly demonstrate complex solutions and services
• Coordinate and schedule both private and public webinars to keep our customers updated on the solutions’ recent enhancements, at a regular cadence
• Gain the confidence and trust of others through integrity and honesty
• Make good and timely decisions in a proactive manner under minimal supervision
• Make sense of complex, high quantity, and sometimes contradictory information to effectively solve problems
• Manage time and prioritize workload and to maneuver comfortably through complex policy, process, and people-related dynamics

About the Team

The Customer Success Team in the Research & Analytics vertical supports the pre and post sales efforts of customers who subscribe to the Web of Science, Journal Citation Reports, and InCites Benchmarking & Analytics. Our main customer base include research institutions in academia, government, and the corporate markets, of all sizes. Each consultant covers a given territory within the region and works closely with sales colleagues and the product teams we support. This team has a long legacy with the company, making it a strong and supported one for new members to thrive.

Hours of Work

This is a full-time remote position, primarily working core business hours in your time zone, with flexibility to adjust to various global time zones as needed. Must live within an EST or CST time zone.

At Clarivate, we are committed to providing equal employment opportunities for all qualified 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.

Clarivate is a global leader in trusted and transformative intelligence. We bring together enriched data, insights, analytics and workflow solutions, grounded in deep domain expertise across the spectrum of knowledge, research and innovation. Whether it’s providing insights to transform the water industry or accelerating the delivery of a critical vaccine, our aim is to fuel the world’s greatest breakthroughs by harnessing the power of human ingenuity. For more information, please visit clarivate.com