Clarivate is seeking a dynamic Associate Customer Success Consultant to join our global Customer Success team! In this role, you will support our customers in Brazil and the rest of Latin America, as a post sales consultant, particularly for member of the CAPES consortium. The Associate 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
- 3+ years of experience in publishing, information science, scientific data, research policy, academic research lifecycle, or sciences and government R&D
- Languages required are native Brazilian Portuguese, and Spanish as a second language, to conduct trainings virtually, in the rest of LatAm
- Experience with working, aggregating or presenting bibliometrics (research evaluation)
- Bachelor’s degree in library information science, Computer/data Science, Sciences or related fields
- Previous experience in solution consulting, or customer education/success
- Willingness to travel up to 25% within Brazil
It would be great if you also have…
- 2+ years of experience in the scholarly research ecosystem
- Master’s degree in library information science, Computer/data Science, Sciences or related fields
- Published academic research and/or public speaking experience in domain area
- Support for Capes member institutions in Brazil
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
- Conduct monthly trainings required by CAPES
- Supporting CAPES in Brasilia will consist of 75% of this appointment, while virtual post-sales support in the rest of LatAM would be 25% of the time
- 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 service 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 are 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 hybrid position, primarily working core business hours in your time zone, with flexibility to adjust to various global time zones as needed.
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At Clarivate, we are committed to providing equal employment opportunities for all 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.
What We Do
Clarivate™ is a global leader in providing solutions to accelerate the lifecycle of innovation. Our bold mission is to help customers solve some of the world’s most complex problems by providing actionable information and insights that reduce the time from new ideas to life-changing inventions in the areas of science and intellectual property. We help customers discover, protect and commercialize their inventions using our trusted subscription and technology-based solutions coupled with deep domain expertise. For more information, please visit clarivate.com.
