Software Client Engagement Manager
4 weeks ago
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
- 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%
- 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
$80,000 - $90,000 per year, with an annual performance bonus
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