Client Relationship Manager

1 week ago

Danvers, Massachusetts, United States Copyright Clearance Center Full time
Job Overview

The Client Engagement Manager serves as the primary relationship steward for corporate clients. This role is pivotal in nurturing and enhancing connections across various levels within client organizations while simultaneously identifying and cultivating new growth avenues in collaboration with the sales team.

In this capacity, the CEM is dedicated to ensuring client satisfaction, which translates into elevated client loyalty and optimized use of CCC products within the designated client portfolio. Key performance indicators include client retention and overall revenue enhancement through proactive client engagement.

The selected individual may have the flexibility to work in a hybrid model if located in the appropriate region or may work remotely, ideally situated in the eastern time zone. Attendance at meetings during Eastern work hours is required.

Key Responsibilities:

  • Serve as a key resource for clients, leveraging a comprehensive understanding of client needs and CCC offerings.
  • Formulate and implement negotiation strategies for contract renewals that enhance contract value while safeguarding and strengthening customer relationships.
  • Drive account growth by uncovering new revenue opportunities and advocating for products and services.
  • Evaluate and document business challenges from the client's viewpoint, identify trends, and propose solutions aligned with our offerings.
  • Act as the escalation point for complex client issues, high-priority requests, or escalated concerns.
  • Champion client interests to ensure all departments are aligned with customer needs and expectations.
  • Facilitate training sessions with client personnel to promote effective use of licenses and supported products.
  • Provide feedback to the CCC Product Development Team to support product enhancements.
  • Maintain ongoing expertise in product support.

Qualifications:

  • Bachelor's degree preferred.
  • 2-5 years of relevant experience in client account management and retention is essential.
  • Familiarity with SaaS products and a strong technical aptitude.
  • Proven ability to strengthen relationships and develop new internal connections.
  • Demonstrated business development skills with a knack for identifying upsell opportunities.
  • Ability to consistently exhibit innovation and sound judgment in decision-making.
  • Exceptional interpersonal abilities.
  • Strong verbal and written communication skills, with comfort in delivering formal presentations.
  • Solid analytical capabilities.
  • Excellent skills in managing meetings effectively.
  • Proactive and solution-oriented mindset.
  • Willingness to travel approximately 20% of the time.

Success Attributes:

  • Strong communicator, able to engage comfortably with individuals across various levels and functions.
  • Adept learner, quickly assimilating new technologies; resourceful and inquisitive.
  • Ability to independently explore and learn new technologies, simplifying complex concepts for clients and teams.
  • Considers all relevant factors in decision-making processes.
  • Highly organized, capable of managing multiple projects concurrently, with a keen attention to detail.
  • Self-aware, possessing a strong work ethic and managing workload independently.
  • Driven, self-motivated, and enthusiastic.

About Copyright Clearance Center:

CCC is more than just a company; it is a community. Our intelligent, talented, and compassionate team members contribute to making CCC a unique workplace. We are committed to investing in their development and well-being, providing the resources necessary for growth.

As a leader in voluntary collective licensing, CCC delivers information solutions to organizations globally. With extensive expertise in copyright, technology, content, and more, CCC strives to advance copyright, accelerate knowledge, and foster innovation.

CCC actively promotes copyright advocacy worldwide, engaging with governments, stakeholders, and individuals through educational initiatives and thought leadership.

We are dedicated to cultivating a diverse, inclusive, equitable, and vibrant ecosystem that creates opportunities for our team and attracts talented individuals. CCC is committed to providing a respectful environment where equal employment opportunities are available to all applicants and employees, regardless of various characteristics protected by law.

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