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Content & Workflow Strategy Consultant

2 months ago

Australia Clarivate Analytics Full time
About the Role

We are seeking a highly skilled Content & Workflow Strategy Consultant to join our Academic & Government sales team in Australia. As a key customer focal point, you will drive product adoption and expansion, and help customers achieve their desired outcomes with Rialto, Ebook Central, Oasis, and ProQuest Books solutions.

Key Responsibilities
  • Work with customers to achieve their desired outcomes and maximize their value with Rialto, Ebook Central, Oasis, and other transactional solutions through engagements designed to drive adoption and expansion.
  • Drive business growth through greater advocacy and reference-ability within existing accounts.
  • Serve as a trusted, strategic advisor to customers by deeply understanding their needs and maintaining regular communication.
  • Analyze customer data to identify trends and opportunities for growth. Track progress in Salesforce and other systems.
  • Collaborate with Sales and internal stakeholders to support sales opportunities, solve issues, communicate improvements, and develop action plans for customers. Deliver top-notch service in a timely manner.
  • Establish expertise in Clarivate systems supporting acquisition workflows. Maintain working knowledge of the capabilities of other systems.
  • Work closely with customers to create and maintain demand-drive acquisition, Approval/Selection Plans and similar programs for print and electronic books. Support initiatives to maximize sales, improve library workflow efficiencies and retain customers.
  • Contribute to the development of best practices and knowledge assets internally and customer facing.
About the Team

You will be directly involved with two teams within Clarivate while indirectly working across multiple other internal groups and stakeholders. Your primary team are colleagues responsible for selling related parts of the Clarivate portfolio within your designated region and set of accounts. With these colleagues you will develop a shared plan and objective for each customer. Your other sales team comprises colleagues with the same role as you, but with different customers and geographic region. In this team we work together to share ideas, repeat successes, and develop best practices.

Requirements
  • Minimum 5+ years' experience in a library or book publishing operations or customer facing role, including ability to manage customer escalations and negotiate resolution.
  • Degree in Library or Information Management or similar.
  • Professional experience in customer success or a sales role focused in the library market.
  • Proven project management abilities, including strong communication and presentation skills.
Preferred Qualifications
  • Working knowledge of library workflows and data standards; experience in academic library or books acquisitions, systems, and/or collections an asset.
  • Ability to build strong rapport with customers, establish trust and credibility quickly, manage escalations and negotiate resolution.
  • Must be comfortable proactively contacting and talking to customers by phone/email and demonstrating product features via online meeting tools.
  • Passion for customer success.
  • Excellent and creative problem-solving skills.
  • Experience working under pressure, managing uncertainty and change.
  • Ability to juggle multiple projects with minimal supervision.
  • Strong verbal and written communication skills; fluent in English.
  • Proficient in Microsoft Suite, specifically Excel and PowerPoint.