Customer Engagement Analyst focusing on customer data analysis and engagement metrics to improve experience, retention, and loyalty.
About the role
- Customer Success Consultant helping corporate customers adopt Elsevier's data and ontology solutions. Collaborating with cross-functional teams to ensure successful integration and usage.
Responsibilities
- Partner with Account Managers and ADS leadership to drive adoption, value realization, and renewal readiness.
- Support complex opportunities with customer context, use‑case insights, and risk assessments.
- Provide feasibility evaluations for ADS solution opportunities.
- Serve as the primary post‑sales contact for ADS customers.
- Lead onboarding, training, and workflow enablement across user groups.
- Advise on best practices for data usage, integration, and delivery (e.g., APIs, flat files).
- Coordinate migrations, upgrades, and change communication; troubleshoot and resolve issues.
- Identify and mitigate risks related to data delivery, structures, and workflows.
- Work closely with Product, ADS Delivery, Professional Services, Customer Success, and regional teams to meet customer requirements.
- Capture and relay customer feedback to improve products and processes.
- Contribute to playbooks, documentation, and enablement materials that scale success.
- Log activities, risks, and success plans in Salesforce; maintain accurate account health records.
- Operate effectively in a hybrid/virtual environment and participate in workshops, training, and team enablement sessions.
Requirements
- Master’s degree or advanced qualification in a relevant field (data/information science, computer science, engineering, life sciences) or equivalent experience.
- Experience enabling enterprise customers to adopt and use data, semantic enrichment/ontology technologies, and analytics solutions within real‑world workflows.
- Strong understanding of data delivery, metadata standards, ontologies/taxonomies, and familiarity with knowledge graphs and ML/AI data readiness.
- Ability to translate customer goals into clear use cases and workflows, with strong consultative communication and stakeholder management skills.
- Proven ability to troubleshoot data access, quality, integration, and workflow adoption issues, including coordinating migrations and upgrades.
- Proficiency with Salesforce/CRM tools, collaboration platforms, and willingness to travel for customer meetings and industry events as required.
Benefits
- Health care plans and benefits
- Modern Family Benefits, including maternity, paternity, adoption and surrogacy
- Life assurance and accident policies
- Comprehensive pension and retirement plans
- Access to learning and development resources
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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