Customer Success Consultant (SME)

RELX; Raleigh (NC); Remote; USD 94,000 - 124,000; Full time

Job summary

A leading company in research information management is seeking a Customer Success Consultant (SME) to enhance customer engagement and retention for their Pure and Mendeley Data software products. The role demands a Master's degree and relevant experience in data management and consulting for academic and governmental clients. The consultant will work closely with customers to implement business processes and drive software sales, handling duties that require both technical and strategic insight.

Qualifications

• Master's degree required in relevant field.
• 2 years of experience in a related occupation.

Responsibilities

• Drive sales and customer retention of Pure and Mendeley Data software products.
• Consult with customers on applying Pure & Mendeley Data to their use cases.
• Guide customers in setting up business processes around the products.

Skills

Managing complex data integrations

Writing API calls

Working with XML schema

Consulting for high-level customers

Knowledge of SaaS

Education

Master’s degree in Computer Science

Master’s degree in Management Information Systems

Foreign equivalent degree

Job description

• Elsevier, Inc.
• Customer Success Consultant (SME)
• 33 West Monroe Street, Chicago, IL 60603

JOB DESCRIPTION:

• Drive sales and customer retention of our Pure and Mendeley Data software products through providing functional knowledge of the product to customers and end-users. Elsevier’s Pure and Mendeley Data products are leading SaaS solutions for managing research information and research data at universities and other research organizations. Consult with existing customers and new customers on how to apply Pure & Mendeley Data to their relevant use cases. Guide customers in their setup of business processes around their use of Pure and Mendeley Data. Develop and execute customer retention strategies and achievement of quarterly and annual renewal targets in assigned territory. Negotiate and close contracts for new sales and renewals, and assist the implementation manager in the transition to Pure and Mendeley Data products. Lead customer retention engagements with existing customers and work with account managers to negotiate renewal agreements. Channel feedback to the product organization for continued product enhancements relevant to the region. Maintain knowledge of the advancements in the research information/data management space and the competing software providers. Perform other duties as needed.

REQUIREMENTS:

• Master’s degree or foreign equivalent in Computer Science, Computer Engineering, Management Information Systems, or a related field required.
• 2 years of experience in job offered or related occupations required.

• Also required is: 2 years of experience: managing complex data integrations using a variety of methodologies, including writing API calls, working with XML schema, and other data integration methods; with global scholarly communications publishing and relevant research outputs, including economic, biomedical, and society research impact measures; with large databases that index information at scale in a continuous environment, including Scopus, to index the global corpus of research literature; in strategic consulting for high-level customers in academic and government for both technical and non-technical implementation and system requirements; working with clients across the world on IT implementations and software as a service (SaaS) implementations.
• Employee reports to Elsevier, Inc. office in Chicago, IL, but may telecommute from any location within the U.S.
• Experience can be concurrent.

SALARY RANGE:

• ($94,786 to $123,700/year)

HOW TO APPLY:

• Interested candidates should send email to [e-mail] and reference job code: R96350

LexisNexis, a division of RELX, is an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law. We are committed to providing a fair and accessible hiring process. If you have a disability or other need that requires accommodation or adjustment, please let us know by completing our Applicant Request Support Form: https://forms.office.com/r/eVgFxjLmAK , or please contact 1-855-833-5120.

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