Customer Success Consultant (SME) in Analytical Products

Location: Japan; other listed location: Tokyo and Singapore – ELS Winsland House

Company

hirify.global provides information, analytics, publishing, and research solutions for researchers and healthcare professionals.

What you will do

• Partner with Customer Success Managers, Sales, SEMs, and regional teams to identify customers requiring specialist support.
• Help customers interpret research data and indicators and apply hirify.global solutions within institutional workflows.
• Support adoption and advanced use of analytical products including SciVal and Scopus.
• Provide product guidance, consultation, training, and support for complex customer needs and escalations.
• Contribute to customer engagement, value realization, retention, renewal, and account growth.
• Share customer feedback, market insights, adoption barriers, and recurring needs across Product, Sales, Marketing, Support, and Customer Education.

Requirements

• Experience or knowledge in research analytics, scholarly publishing, information science, data analysis, or a related area.
• Comfort working with research data and analytical products; experience with SciVal, Scopus, or similar solutions is advantageous.
• Interest in AI and Generative AI and their application to research and analytics.
• Strong communication, presentation, stakeholder-management, analytical, and collaboration skills.
• Ability to work independently and engage directly with customers to turn complex needs into practical solutions.
• Strong English communication skills required.
• A Bachelor's degree or equivalent relevant experience is preferred; further academic or professional experience is an advantage.

Nice to have

• Japanese language skills are strongly preferred.
• Experience with SciVal, Scopus, or similar analytical solutions.
• Further academic or professional experience.

Culture & Benefits

• Full-time employment.
• Focus on work/life balance, wellbeing, and long-term career development.
• Wellbeing initiatives, shared parental leave, study assistance, and sabbaticals.
• Country-specific benefits are available.