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Customer Success Manager
2 weeks ago
The Customer Success Manager will be involved in ensuring Clarivate services deliver on what is promised, ensuring that customers fully utilize the services and achieve Return on Investment, as well providing optimal customer experience.
The Customer Success Manager will have a foundational understanding of the industry and work to gain basic product knowledge and an understanding of their assigned Customer's needs., dedicated to fostering their success and supporting the needs of their members.
Serving as a conduit between customers and the wealth of resources and services at their disposal, the CSM enriches the customer journey, ensuring alignment with their objectives.
You will add value and build trusting, lasting relationships with our top customers by applying industry and product knowledge, relevant experience, and a deep understanding of your customer mission and objectives.
Utilizing your strong attention to detail, you will identify early indicators of account risk and proactively mitigating and escalating to leadership when necessary.
If this sounds like an opportunity you are interested in, then we would love to talk to youAbout You - experience, education, skills, and accomplishments
Bachelors' degree or higher in related field, such as Intellectual Property or Intellectual Intelligence
5+ years of experience working with customer success and/or relationship management
It would be great if you also had...
Understanding of Intellectual Property products and services
Strong interpersonal skills, with ability to professionally interact with a diverse blend of personalities and cultures to reach resolution and
maintain
strong relationships
Excellent investigative and problem-solving skills, including the ability to analyze, compare, evaluate,
reconcile
and order data
Ability to effectively interact at all levels of an organization and secure delivery of commitments.
Experience using a Customer Success software platform , Gainsight, etc.) Ability to define and
establish
goals based on customer needs and our business capabilities and execute a well-defined customer success and engagement
plan
Ability to pick up insights within customer conversations and connect them to goals, customer success criteria, products or services defined in the
role
What will you be doing in this role?...
Become a trusted advocate/advisor to customers:
gain insight, offer recommendations, and provide the support needed to
attain
stated
outcomes
Deliver an exceptional customer experience:
ensure customers are deriving value from products and services; work with colleagues across the organization to ensure swift issue
resolution
Oversee customer training & implement customer adoption strategies to maximize usage, satisfaction, and
ROI
Work with key Customer contacts to develop training plan and
schedule
Work with Clarivate training team to ensure customer training needs are
met
Drive growth:
secure the existing business and
identify
expansion opportunities across the range of products and services offered by
Clarivate
Proactive outreach to customers
:
Develop customer ready presentations
in accordance with
Clarivate branding,
send prescribed outreach to
appropriate customers
, and
utilize
social platforms to
identify
potential
new users
Provide high-level governance and operational oversight:
establish
and maintain effective internal working relationships by coordinating with geographically distributed virtual matrix teams across multiple business verticals and functions, including Sales, Finance, Product Management, Product Marketing, Software Support, Professional Services, and Customer Service; conduct internal reviews with relevant stakeholders to ensure continuous customer focus,
commitment
and
engagement
Deliver regular business reviews:
collaborate with Sales and other internal partners to coordinate and deliver regular reviews of progress against documented goals, priorities, and success criteria to key customer operational contacts and decision-
makers
Support the Customer Success mission:
assist
Customer Success leadership by
identifying
, leading, and reporting on key initiatives to further the mission and expansion of Customer Success within Clarivate
About the Team
In this pivotal role, the Customer Success Manager collaborates closely with our Sales, Product Management, and Marketing teams.
Reporting to the Senior Manager of Customer Success, you will work alongside a best-in-class team and share knowledge in areas of expertise, provide input to leadership on areas of improvement.
Hours of WorkFull time, permanent
Although duties are typically performed during normal business hours,occasional off-hours may be
required
Up to
25
% travel is
required
;
Represent Clarivate at trade events as
deemed
appropriate by
management
#LI-LP
#LI-Hybrid
Clarivate is an Equal Opportunity Employer Vets/Minorities/Women/Disabled
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