Customer Success Manager

4 weeks ago

Raleigh, North Carolina, United States Clarivate Analytics US LLC Full time

We are seeking a highly skilled Customer Success Manager to join our global Customer Success team at Clarivate Analytics US LLC. As a key member of our Revenue organization, you will be responsible for managing an assigned territory and book of business associated with the Academic & Government Information Solutions and eBooks Customer Success Team.

You will drive product adoption and usage, identify and mitigate risk, and support the overall growth and retention of our customers. You will work proactively with customers and help drive value from our information solutions content products by supporting their desired business outcomes.

About You

  • Bachelor's Degree required; or equivalent work experience
  • 5 years of Customer Success, Academic or Public Library and/or SaaS organization experience managing customer relationships
  • 5 years of experience working in academic libraries or another similar market

What We're Looking For

  • Knowledge of and proficiency with integrated library systems, discovery workflows and functions, including new technologies and applications that enhance information services in the library market.
  • Ability to define and establish goals based on customer needs and our business capabilities, and execute a well-defined customer success and engagement plan.
  • Self-starting, self-motivated, team player with an ability to work independently and collaboratively across multiple teams.
  • Strong analytical and creative problem-solving skills.
  • Track record of results and with an extremely high level of customer focus and passion.
  • Excellent interpersonal, communication - spoken, written, listening -- and presentation skills.

What You'll Be Doing

  • Build customer loyalty and reduce customer cancellations by understanding customers' needs and building relationships with stakeholders.
  • Monitor customer satisfaction, anticipate risk, identify trends and provide solutions to customer problems and challenges.
  • Become a trusted advocate/advisor to customers: gain insight, offer recommendations, and provide support to drive successful outcomes.
  • Communicate effectively and collaboratively to develop cross-functional partnerships within the business that guide customer engagement and success strategies.
  • Design, develop and maintain customer education materials employing a high degree of instructional design competency.
  • Drive growth: secure the existing business and identify expansion opportunities across a range of products and services.
  • Maintain knowledge of Information Solutions and eBook products and industry trends.

About the Team

Our A & G Customer Success team aligns within the Revenue organization. Our team is comprised of experienced colleagues across the Americas and around the globe who are passionate about helping academic, government and public institutions and libraries achieve their goals.

Hours of Work

  • Full time, permanent
  • Although duties are typically performed during normal business hours, occasional off-hours may be required
  • Up to 10% travel is required

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