Customer Success Consultant (SME) in Software Solutions

Are you passionate about helping research institutions maximise the value of data, analytics, and AI-driven solutions to advance science and research?

Do you enjoy partnering with customers and cross-functional teams to deliver measurable outcomes, drive adoption, and shape the future of scholarly research workflows?

About our Team

The Subject Matter Expert (SME) team is part of Elsevier Customer Success and brings deep product and domain expertise across Elsevier solutions. We work closely with Customer Success, Sales, Product and Customer Education to support complex customer needs, strengthen adoption and value realization, and support key customer accounts. The team also brings customer and market insights back into the business to help improve our products, services and customer experience.

About the Role

The Customer Success Consultant (SME) – Software Solutions provides advanced product and domain expertise, consultative support, and institution-level advisory services for Elsevier customers throughout the post-sales customer journey.

The role partners closely with CSMs, Sales, Sales Engineering team, and other internal teams to help customers address complex needs, adopt and embed Elsevier solutions into their institutional workflows, and achieve meaningful business and research outcomes.

The SME is expected to engage proactively where specialist expertise can improve customer value, address adoption gaps, support strategic use cases, or help mitigate customer risk. The role complements the responsibilities of CSMs and SEMs, with clear alignment on ownership and engagement to avoid duplication or gaps in coverage.

The role maintains a deep product focus while applying relevant domain expertise, including knowledge of research evaluation, bibliometrics, scientometrics, data analysis, and the scholarly research and publishing ecosystem.

Responsibilities

• Partner with CSMs, Sales, SEMs, and regional leaders to identify accounts needing specialist intervention and proactively engage priority customers.
• Provide institution-level advisory support, helping customers clarify priorities, interpret data and indicators, and embed Elsevier solutions into institutional workflows and evaluation systems.
• Drive adoption and advanced use of software products, supporting customers through complex use cases, change management, and process improvement initiatives.
• Deliver consultation, guidance, training, and support for complex customer escalations in partnership with Product, Support, CSMs, and SEMs.
• Contribute to long-term customer engagement plans, value realization activities, renewals, and account growth initiatives.
• Maintain visibility of specialist activity, customer priorities, and outcomes through agreed systems, including Gainsight.
• Apply expertise in Elsevier AI solutions, generative AI, bibliometrics, research evaluation, and scholarly publishing to customer and business needs.
• Partner across Product, Sales, Sales Engineers, Marketing, Customer Success, and Customer Education to share customer insights and improve learning materials and enablement resources.

Requirements

• Strong technical and business knowledge of Elsevier Software Products; knowledge of Engineering Products or other relevant Elsevier solutions a plus.
• Relevant background in software development, scholarly publishing, information science, data analysis, computer science, or a related field.
• Good understanding of customer needs, workflows, and the scholarly research and publishing ecosystem.
• Strong consultative, customer success, stakeholder-management, strategic, and critical-thinking skills.
• Demonstrated ability to translate customer priorities into practical advisory plans, use cases, and measurable outcomes.
• Ability to work proactively and with a high degree of autonomy while collaborating effectively across teams.
• Excellent analytical, data storytelling, presentation, facilitation, and communication skills.
• Experience with Elsevier products or similar analytical and AI solutions.

Work in a Way That Works for You

We promote a healthy work/life balance across the organisation. We offer an appealing working prospect for our people. With numerous wellbeing initiatives, shared parental leave, study assistance, and sabbaticals, we will help you meet your immediate responsibilities and your long-term goals.

Working Pattern

Working flexible hours - flexing the times when you work in the day to help you fit everything in and work when you are the most productive.

About the Business

A global leader in information and analytics, we help researchers and healthcare professionals advance science and improve health outcomes for the benefit of society. Building on our publishing heritage, we combine quality information and vast data sets with analytics to support visionary science and research, health education and interactive learning, as well as exceptional healthcare and clinical practice. At Elsevier, your work contributes to the world's grand challenges and a more sustainable future. We harness innovative technologies to support science and healthcare to partner for a better world.

We know your well-being and happiness are key to a long and successful career. We are delighted to offer country specific benefits. Click here to access benefits specific to your location.

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