Client Success Strategist

6 days ago

New Haven, Connecticut, United States Copyright Clearance Center (CCC) Full time
About the Role

The Software Client Engagement Manager is a key position at Copyright Clearance Center (CCC) responsible for the ongoing engagement and enablement of our Corporate software client accounts post-implementation. This role is essential to ensure excellent client experiences with our core software and add-on products as a way to drive user adoption.

Key Responsibilities
  • Strengthen client relationships and help CCC optimize the customer experience for our software clients.
  • Conduct quarterly or semi-annual account reviews, including product roadmap updates, and collaborate with Business (Practice) leadership, Product, and Engineering to recommend and prioritize features to ensure client needs are well understood.
  • Work closely with the Manager of Software Client Engagement to ensure client retention and growth through close client engagement.
  • Develop and implement strategies to maximize account growth by identifying new revenue sources and promoting products and services.
  • Analyze and document business problems from the customer perspective, identify trends, and recommend solutions based on the product configuration capabilities.
  • Escalation point for Customer Service Supervisor and Project Managers for implementation and/or production issues.
  • Collaborate and work closely with members of the account engagement teams on strategic and key accounts.
  • Inform the overall account plan and license renewal teams with the software considerations unique to their accounts.
  • Monitor and assess reported customer service issues, volume trends, cancellation trends, operational issues, and consult with clients to recommend solutions for continuous process improvement and increased efficiency.
  • Act as a customer advocate to ensure that all departments understand customers' needs and requirements.
  • Coordinate and foster communication across the network of stakeholders and teams to ensure successful client outcomes and smooth handoffs.
  • Maintain an in-depth knowledge of CCC products, associated technologies, and services, and ongoing support expertise of CCC software products.
  • Conduct software business review meetings, presenting key metrics of client's usage within CCC's software products.
  • Partner with the implementation team on kick-off meetings and hand-off calls.
Requirements
  • Bachelor's Degree
  • 5+ years client engagement, client success, or account management experience in a SaaS or software company
  • Skilled in both verbal and written communication; ability to facilitate formal presentations
  • A high level of accuracy and attention to detail is required
  • Solid analytical skills
  • In-depth sales, business, and product acumen/orientation; tech savvy
  • Aptitude for exploring and learning new technology independently and ability to simplify for the client
  • Empathetic, positive attitude with a desire to help our clients reach their goals
  • Excellent collaboration & interpersonal skills
  • Solid meeting-management skills
  • Travel up to 10%
Success Competencies
  • Is a strong communicator - relates comfortably with people across levels, functions, and cultures
  • Is a nimble learner – readily learns and adopts new technologies; is resourceful and curious
  • Uses knowledge of customer needs, business insights, and strategies to guide actions
  • Considers all relevant factors and uses appropriate decision-making criteria and principles
  • Is highly organized and comfortable managing multiple projects simultaneously, demonstrating excellent time management skills with attention to details
  • Acts as a customer advocate
  • Is proactive and solution-driven
  • Demonstrates self-awareness; possesses a strong work ethic and manages own workload autonomously
  • Driven, self-motivated, enthusiastic
Compensation

The actual salary offer to the successful candidate will be based on job-related education, training, licensure, certifications, related experience, and other related factors.

Annual performance bonus

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