Customer Success Manager

1 month ago

Alexandria, United States Clarivate Analytics US LLC Full time

We are looking for an energetic

Customer Success Manager (CSM)

to join our global Customer Success team The main purpose of the CSM is to

retain

an assigned book of business

associated with Ex Libris software

under Clarivate

,

identify

and mitigate risk

,

and support the growth of key customers. Working proactively with

c

ustomers, you will help drive value derived from the

library software

solutions by supporting their desired business outcomes. You will add value and build trusting, lasting relationships by applying industry and product knowledge, relevant experience, and a deep understanding of your customers. Utilizing your strong attention to detail, you will

identify

early indicators of account risk, 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 you About You - experience, education, skills, and accomplishments Bachelor's Degree

required

;

or equivalent work

experience.

5 years of Customer Success

,

Account Management

or similar

experience

managing customer relationships

It would be great if you also had... Technical

experience with

library software

solutions

from Ex Libris, such as, Alma,

PrimoV

E

or Leganto or similar library solut

ion(s)

A background in academic libraries, government, or higher education

Ability to effectively interact at all levels of an organization and secure delivery of

commitments.

Experience using a Customer Success software platform (Salesforce.com, 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

Ex Libris

(part of Clarivate)

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

Drive growth: secure the existing business and

identify

expansion opportunities across the range of products and services offered by

Clarivate

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

Partner and Mentor: support goal of best-in-class team by sharing knowledge in areas of expertise; provide input to leadership on areas of potential

improvement

About the Team Our A & G Customer Success team sits within the Revenue organization. Our team is

comprised

of colleagues across the Americas and the globe who are passionate about helping higher education institutions and libraries achieve their goals. What we do matters to librarians who need smoother paths to fulfilling their missions to help students, faculty, and researchers think forward. Hours of Work Full time, permanent

Although duties are typically performed during normal business hours,

occasional off-hours may be

required

Hybrid position (2-3 days a week in the office)

Up to 10% travel is

required

Clarivate is an Equal Opportunity Employer Vets/Minorities/Women/Disabled

#J-18808-Ljbffr

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