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&DLanguages required are native Brazilian Portuguese, and Spanish as a second language, to conduct trainings virtually, in the rest of LatAmExperience with working, aggregating or presenting bibliometrics (research evaluation)Bachelor’s degree in library information science, Computer/data Science, Sciences or related fieldsPrevious experience in solution consulting, or customer education/successWillingness to travel up to 25% within Brazil

It would be great if you also have…

2+ years of experience in the scholarly research ecosystemMaster’s degree in library information science, Computer/data Science, Sciences or related fieldsPublished academic research and/or public speaking experience in domain areaSupport 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 relationshipsFocus on customer outcomes: Adoption, Retention, Growth and Customer delightConduct monthly trainings required by CAPESSupporting 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 timeSupport renewal defense with bespoke value-based demonstrations, presentations and documentsRuns non-billable onboarding and refresher activities, post-implementationParticipate as a presenter or panel member at multi-client trade shows, industry events and client meetingsPrioritize, triage, plan, track and capture client related activityOffer strong customer service skills as demonstrated by ability to anticipate and meet customer needsWork in true alignment with the Sales team to support renewal strategiesWork closely with fellow Customer Success Consultants, Customer Success Managers, Digital Education, Product Management and MarketingConvey a clear understanding of customer needs and success measuresClearly demonstrate complex solutions and servicesCoordinate and schedule both private and public webinars to keep our customers updated on the solutions’ recent enhancements, at a regular cadenceGain the confidence and trust of others through integrity and honestyMake good and timely decisions in a proactive manner under minimal supervisionMake sense of complex, high quantity, and sometimes contradictory information to effectively solve problemsManage 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.