Customer Success Consultant

Customer Success Consultant

Are you passionate about driving Digital Transformation through innovative Data-as-a-Service (DaaS) solutions?

Are you a skilled communicator and collaborator who builds trusted relationships with stakeholders?

About our Team

Elsevier's new and important business model to serve corporate customers with Elsevier's key data-assets in a Data-as-a-Service (DaaS) model to enable the customer's Digital Transformation by serving high-quality data and analytics.

The Customer Success Consultant (CSC) is a member of a team of Sales- and Technology-specialists that work closely with the customers IT- and (data-)scientist. The CSC supports and enables DaaS-customer in adoption and use of the data and drives customer success by developing trusted relations to the customers (data-)scientists and related stakeholders.

About the Role

The CSC for Biology/unstructured data will play a key role in enabling and supporting (data-)scientists and users of Elsevier's Data-as-a-Service (DaaS) solutions. The focus of this role is to support corporate customers that utilize the text/literature-based data-solutions e.g. ScienceDirect, Scopus, Embase and REsNet. The function of this role is to enable customers to better use the respective data-solution for their workflows, driving the customer's success.

As these solutions are often used in Pharma and Life-Science industry, knowledge of Biology or Life Science is important as well as the understanding, use and application of text/literature-based data solutions. The conceptual understanding and the practical use of text and data mining tools is key ability of this role. Understanding of knowledge-graphs (KG) and requirements for ML/AI models are very useful in this role, as many customers intend to mine the text/literature based DaaS solutions to build KGs or ML-models.

The CSC will work closely with different stakeholders on the customer side, including domain-scientists, data-scientists, and related functions, to understand their needs and help them use Elsevier's DaaS solutions to their full potential. This will involve: providing guidance and best practices on data usage, designing and delivering training programs, and troubleshooting technical issues.

In addition to working with customers, the CSC will also collaborate closely with Elsevier-internal stakeholders of DaaS-Sales and DaaS-Delivery teams, as well as the Professional Service Group and Product teams in the Life Science and Research Intelligence organizations. The CSC will act as a liaison between these teams and the customers to ensure that the customers' needs are being met and that the products are meeting their expectations.

The CSC must also have a deep understanding of the life sciences and pharma industry, including trends, challenges, and opportunities. They must be able to translate these insights into actionable recommendations for customers and internal stakeholders.

Overall, the CSC plays a critical role in ensuring that Elsevier's /text/literature based) DaaS solutions meet the needs of customers and provide value to their businesses. CSC team members must be able to balance technical expertise, customer service, and stakeholder management to succeed in this dynamic and challenging environment.

Responsibilities

Proposal Process

• Review Statement of Work to ensure customer data requirements are clearly documented:
• data component product(s)
• data type
• data delivery format
• data delivery schedule - for initial delivery and updates (if applicable)
• roles and responsibilities - Elsevier and customer

Delivery and Acceptance Process

• Communication Management

• Serve as Point of Contact for customers and Customer Success team as point of technical expertise

• Support customer meetings directly or indirectly

• Support internal meetings to enable Sales, Customer Success and product teams with technical expertise

• Report project status to customer success teams

• Report project status to internal senior management

Deliverable Management

• Ownership of and accountability for project schedule with emphasis on technical support for users

• Confirm internal data sources, tasks, resources, and scheduling

• Monitor, document engagements in internal process tools (e.g. Salesfores)

• Track data deliveries to customers

• Obtain customer approval for initial data delivery

• Ensure continuous delivery of the service (if applicable)

• Confirm internal setup for updates

• Confirm customer receipt of updates

Scope and Change Management

• Review, understand and ensure project delivers contracted scope

• Identify and document customer requests for work outside of contracted scope

Risk and Issue Management

• Identify, monitor, mitigate or resolve project risks and issues around the data delivery and data structures of Elsvier's DaaS solutions.

Quality Management

• Maintain project compliance with corporate and public regulations

• Maintenance and Support Process

Following customer acceptance of initial project, transition to maintenance mode, confirming support channels

• Helpdesk

• Weekly delivery confirmation email

• Monthly/ check-in meetings with colleagues from customer success and sales

Requirements

Have a University degree preferentially in Biology or in Pharma, Biochemistry (PhD or master) or related Data-Science Fields.

• Have a Researcher background and mindset to solve R&D challenges with data from literature-based databases.

• Be able to solve technical and/or biology/Life Science-related information challenges quickly and effectively.

• Experience to use text/literature-based databases and tools to text- and data-mine those databases.

• Have an understanding of related ontologies, taxonomies as well as conceptual understanding of knowledge graphs is highly desirable.

Elsevier 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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