Associate Customer Success Consultant

**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 mínimal 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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