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Customer Success Manager

2 months ago

Chandler, United States Penn Foster Inc Full time

The Customer Success Manager at Clarivate will be responsible for ensuring renewal and retention of subscription licenses through implementation and usage of all Clarivate Life Science solutions while also finding opportunities to upsell our products. You will need working familiarity with each Clarivate service. The ability to work independently as well as in a collaborative, cross-functional team environment is imperative as this position will work closely with Sales, Product Management & Marketing. You will also be involved in ensuring that Clarivate's services are being delivered on what is promised and ensuring that the customers are fully utilizing the services. The Client Success Manager will have a foundational understanding of the industry and work to gain basic product knowledge and an understanding of their assigned client’s needs.

About you - experience, education, skills, and accomplishments

Bachelor's Degree in a related field or equivalent relevant work experience At least 6+ years of relevant work experience What you will be doing in this role

Develop relationships client organizations and work toward deep integration and widespread usage of Clarivate services among assigned clients Identify new teams to ensure clients are deriving maximum value and incorporating Clarivate services into internal processes Manage client expectations and portray Clarivate service value proposition effectively and as world-class solution provider for our clients Maintain up to date records of all client interactions, results and in Salesforce Provide client health updates to sales and management teams Review and analyze product usage regularly to identify trends and monitor client health Through collaboration with other Clarivate teams, begin to develop client specific webinars, training and use cases Develop and present Service Reviews to clients Send prescribed outreach as appropriate to client such as market updates, key findings, webinars, solution changes, new users and latent users Utilize social platforms to identify potential new users Work to develop own proactive client specific outreach plan Begin creating strategic communication outreach plan Develop client ready presentations in accordance with Clarivate branding Schedule, coordinate and execute basic training sessions Work with key client contacts to develop training plan and schedule Work with Clarivate training team to ensure clients training needs are met The CSM will partner with the assigned Account Manager to derive successful outcomes The CSM will own the service portion of the client relationship Convey key insights pertaining to product usage, product perception, and competitors gleaned from client interaction to Sales, Client Services, Marketing, and Product Management teams Convey untapped areas of potential value to Product Management and Marketing Provide input on trends and needs of the client base in line with the capabilities of Clarivate services Communicate with client base to understand internal needs and pain points. Determine where Clarivate services addresses those needs, where we may fall short, and identify opportunities that could be passed along to Product Management as feature enhancements, Sales for sales leads, and/or Analytics for custom analytics projects Raise client issues, requests, and unmet needs with relevant teams and assist Clarivate’s internal teams with developing solutions when appropriate Uncover upsell opportunities and coordinate with the Account Manager and Analytics teams to ensure design, development, sales, and delivery of analytic projects Hours of Work

Full time, permanent This position is remote but requires 50% travel and occasional global travel You may be asked to represent Clarivate at trade events as deemed appropriate by management Clarivate is an Equal Opportunity Employer Vets/Minorities/Women/Disabled #J-18808-Ljbffr