Clarivate

We are looking for an experienced Customer Success Consultant (Italian-speaking) in Belgrade to join our Academia & Government Customer Success team! The main purpose of the Customer Success Consultant is to maintain subscription levels as well as help grow the market share of Clarivate’s solutions and services. In this role you will demonstrate and communicate the value of the portfolio of solutions Clarivate provides to the Academic and Government market. This will be a global role. The role reports to the Senior Manager of Customer Success Consulting in EMEA. If you possess the 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, then we would love to talk to you! 

About You – experience, education, skills, and accomplishments.

• Bachelor’s degree in Library Information Science, Computer/Data Science or related fields.
• 5+ years of experience in the academic research ecosystem, publishing, information science, scientific data, research policy, academic research lifecycle, or sciences and government R&D. 
• Proficient level of English & Italian language (C1/C2).

It would be great if you also had . . .

• Advanced degree in a related field.
• Previous experience in a library operations or customer facing role, including ability to manage customer escalations and negotiate resolution.
• Knowledge of or experience working in Academic Library marketplace, higher education publishing, and/or education technology.
• Prior experience in solution consulting, pre-sales, sales engineering or as SME; experience with working, aggregating or presenting bibliometrics. 
• Programming experience in Python or R is an additional advantage

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.
• Identify upsell/cross-sell opportunities and collaborate with sales colleagues to successfully close them; support renewals and new sales with bespoke value-based demonstrations, presentations, and documents; run onboarding activities. 
• 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 activities.
• Offer strong customer service skills as demonstrated by ability to anticipate and meet customer needs; work closely and in true alignment with Account managers, Product sales, Product Management and Marketing. 

About the Team

The A&G Customer Success team sits within the Revenue organization. Our global team is comprised of colleagues across the Americas, EMEA and APAC who are passionate about helping universities, research institutes and government agencies to achieve their goals and fulfill their mission. This role sits within the EMEA team, where you will work with 14 multilingual and multicultural colleagues, fostering a culture of mutual support and cooperation.

Hours of Work

This is a full-time position, 40 working hours per week (standard Serbian working hours with occasional flexibility). This is a hybrid position working in the office 3 days every other week.

The teams you will work with are primarily located in EMEA, and you may also work with teams internationally in APAC and the US.

This position will require between 20%-40% travel.

We Offer:

• Holidays: 25 days paid leave per annum 
• Private Health Insurance 
• Paid Lunch 
• Monthly Bonus
• Yearly Merit Plan 
• My Learning Platform 
• Fit Pass 
• Life Insurance
• Accident Insurance
• Mental health care
• Company bicycles for rent free of charge

Only shortlisted candidates will be contacted.

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.