Are you passionate about driving Digital Transformation through innovative Data-as-a-Service (DaaS) solutions?
 

Are you a skilled communicator and collaborator who builds trusted relationships with stakeholders?
 

About our Team
 

Elsevier’s new and important business model to serve corporate customers with Elsevier’s key data-assets in a Data-as-a-Service (DaaS) model to enable the customer’s Digital Transformation by serving high-quality data and analytics.

The Customer Success Consultant (CSC) is a member of a team of Sales- and Technology-specialists that work closely with the customers IT- and (data-)scientist. The CSC supports and enables DaaS-customer in adoption and use of the data and drives customer success by developing trusted relations to the customers (data-)scientists and related stakeholders.
 

About the Role
 

The CSC for Biology/unstructured data will play a key role in enabling and supporting (data-)scientists and users of Elsevier's Data-as-a-Service (DaaS) solutions. The focus of this role is to support corporate customers that utilize the text/literature-based data-solutions e.g. ScienceDirect, Scopus, Embase and REsNet. The function of this role is to enable customers to better use the respective data-solution for their workflows, driving the customer’s success.

As these solutions are often used in Pharma and Life-Science industry, knowledge of Biology or Life Science is important as well as the understanding, use and application of text/literature-based data solutions. The conceptual understanding and the practical use of text and data mining tools is key ability of this role. Understanding of knowledge-graphs (KG) and requirements for ML/AI models are very useful in this role, as many customers intend to mine the text/literature based DaaS solutions to build KGs or ML-models.

The CSC will work closely with different stakeholders on the customer side, including domain-scientists, data-scientists, and related functions, to understand their needs and help them use Elsevier's DaaS solutions to their full potential. This will involve: providing guidance and best practices on data usage, designing and delivering training programs, and troubleshooting technical issues.

In addition to working with customers, the CSC will also collaborate closely with Elsevier-internal stakeholders of DaaS-Sales and DaaS-Delivery teams, as well as the Professional Service Group and Product teams in the Life Science and Research Intelligence organizations. The CSC will act as a liaison between these teams and the customers to ensure that the customers' needs are being met and that the products are meeting their expectations.

The CSC must also have a deep understanding of the life sciences and pharma industry, including trends, challenges, and opportunities. They must be able to translate these insights into actionable recommendations for customers and internal stakeholders.

Overall, the CSC plays a critical role in ensuring that Elsevier's /text/literature based) DaaS solutions meet the needs of customers and provide value to their businesses. CSC team members must be able to balance technical expertise, customer service, and stakeholder management to succeed in this dynamic and challenging environment.

Responsibilities
 

Commercial execution:

• Aling with Account managers to develop and execute post-sales engagement plan to support DaaS-renewals
• Support DaaS SSMs in pre-sales needs analysis for complex opportunities.
• Provide risk analysis of DaaS opportunities and characterization of usecases
• Log engagement and engagement-plans in Salesforce

Enabling customer success:

• Point of contact for DaaS post-sales/delivery point of contact
• Enable customer with onboarding to biology and unstructured data-sources (e.g. Embase, SD, Scopus)
• Provide training and consultation to DaaS customer and user group teams on scientific and (where applicable) technical support.
• Support customers in alignment with product teams and DaaS-data-delivery team during migrations of API or other data delivery technologies
• Identify, monitor, mitigate or resolve project risks and issues around the data delivery and data structures of Elsvier’s DaaS solutions.

Change and organizational development of DaaS business

• Work with DaaS- team members, DaaS-leadership and CSC-manager to evolve the DaaS project into a successful business
• Participate in workshops, trainings and team meetings
• Co-create DaaS documentation and provide product teams with customer Feedback on biology/unstructured Data solutions.

Requirements
 

• Have a University degree preferentially in Biology or in Pharma, Biochemistry (PhD or master) or related Data-Science Fields or equivalent experience.
• Have a researcher background and mindset to solve R&D challenges with data from literature-based databases.
• Be able to solve technical and/or biology/Life Science-related information challenges quickly and effectively.
• Experience to use text/literature-based databases and tools to text- and data-mine those databases.
• Have an understanding of related ontologies, taxonomies as well as conceptual understanding of knowledge graphs is highly desirable.
• Have an encouraging mind set to motivate scientists and data-scientists to learn and use effectively Elsevier’s DaaS assets.
• Have project management skills and experience in Professional Services is desirable
• Be experienced in working with international teams
• Have excellent English languages skills (verbal and written)
• Travel can be required to customers, internal or external conferences

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 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

Working for you
 

We know that your wellbeing and happiness are key to a long and successful career, as this role is global, benefits may vary according to your location. These are some of the benefits we are delighted to offer:

• 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 resource
• Your recruiter will advise you on the benefits package for your location
   

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.
 

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