Software Client Engagement Manager

4 weeks ago


New Haven, Connecticut, United States Copyright Clearance Center (CCC) Full time
Job Description

The Software Client Engagement Manager is a key role at Copyright Clearance Center (CCC), responsible for fostering strong relationships with our corporate software clients. This position plays a crucial part in ensuring exceptional client experiences with our core software and add-on products, driving user adoption and retention.

Key Responsibilities
  • Develop and execute account plans to drive client growth and satisfaction
  • Collaborate with cross-functional teams to understand client needs and provide tailored solutions
  • Conduct quarterly or semi-annual account reviews, including product roadmap updates, to ensure alignment with client goals
  • Provide training and support to clients on our software products, ensuring they maximize their value
  • Identify and pursue new revenue opportunities, promoting products and services to drive account growth
  • Analyze and document business problems from the client perspective, recommending solutions based on product capabilities
  • Escalate production and implementation issues to the Customer Service Supervisor and Project Managers
  • Work closely with account engagement teams on strategic and key accounts, ensuring seamless communication and collaboration
  • Maintain an in-depth knowledge of CCC products, technologies, and services, providing expert support to clients
  • Present key metrics on client usage to inform business decisions and drive growth
Requirements
  • Bachelor's Degree
  • 5+ years of client engagement, client success, or account management experience in a SaaS or software company
  • Excellent verbal and written communication skills, with the ability to facilitate formal presentations
  • High level of accuracy and attention to detail, with solid analytical skills
  • In-depth sales, business, and product acumen, with technical fluency and the ability to simplify complex concepts for clients
  • Empathetic and positive attitude, with a desire to help clients achieve their goals
  • Excellent collaboration and interpersonal skills, with solid meeting-management skills
  • Travel up to 10%
Success Competencies
  • Strong communication skills, with the ability to relate comfortably with people across levels, functions, and cultures
  • Nimble learner, with the ability to quickly learn and adopt new technologies
  • Uses knowledge of customer needs, business insights, and strategies to guide actions
  • Considers all relevant factors and uses appropriate decision-making criteria and principles
  • Highly organized, with excellent time management skills and attention to detail
  • Acts as a customer advocate, with a proactive and solution-driven approach
  • Self-aware, with a strong work ethic and ability to manage own workload autonomously
Compensation

$80,000 - $90,000 per year, with an annual performance bonus



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