Client Success Manager for Software Solutions

2 weeks ago

Durham, North Carolina, United States Copyright Clearance Center Full time
Job Overview

The Client Success Manager for Software Solutions plays a pivotal role in maintaining and enhancing the engagement of our corporate software clients following implementation. This position is crucial for ensuring outstanding client experiences with our core software offerings and supplementary products, ultimately driving user adoption.

A successful candidate will prioritize the strengthening of client relationships and assist in optimizing the customer experience for our software clientele. Responsibilities will include conducting quarterly or semi-annual account evaluations, providing updates on product roadmaps, and collaborating closely with Business leadership, Product, and Engineering teams to recommend and prioritize features that align with client needs.

Key Responsibilities:

  • Deliver comprehensive software account management support to designated clients.
  • Facilitate and conduct training sessions for users on the software application, covering all aspects from start to finish.
  • Act as the primary liaison for all client interactions and escalations.
  • Implement thought leadership and best practices in software account operations to ensure client satisfaction.
  • Identify opportunities for account growth by uncovering new revenue streams and promoting relevant products and services.
  • Analyze and document business challenges from the client’s perspective, identify trends, and recommend solutions based on product capabilities.
  • Serve as an escalation point for Customer Service Supervisors and Project Managers regarding implementation and production issues.
  • Collaborate closely with account engagement teams on strategic and key accounts.
  • Inform account planning and license renewal teams about software considerations specific to their accounts.
  • Monitor and evaluate reported customer service issues, volume trends, and operational challenges, consulting with clients to recommend solutions for continuous improvement.
  • Advocate for customers to ensure all departments understand their needs and requirements.
  • Foster communication across stakeholders and teams to ensure successful client outcomes and seamless transitions.
  • Maintain extensive knowledge of CCC products, associated technologies, and ongoing support for CCC software.
  • Conduct software business review meetings, presenting key metrics related to client usage of CCC's software products.
  • Partner with the implementation team during kick-off meetings and hand-off calls.
  • May be responsible for additional results and activities as assigned.

Qualifications:

  • Bachelor's Degree required.
  • 5+ years of experience in client engagement, client success, or account management within a SaaS or software environment.
  • Exceptional verbal and written communication skills; ability to deliver formal presentations effectively.
  • High level of accuracy and attention to detail.
  • Strong analytical capabilities.
  • In-depth understanding of sales, business, and product dynamics; tech-savvy.
  • Aptitude for independently exploring and learning new technologies, simplifying complex concepts for clients.
  • Empathetic and positive demeanor with a commitment to helping clients achieve their objectives.
  • Excellent collaboration and interpersonal skills.
  • Strong meeting management capabilities.
  • Willingness to travel up to 10%.

Success Attributes:

  • Strong communicator, comfortable engaging with individuals across various levels and functions.
  • Adept learner, quickly adopting new technologies and demonstrating resourcefulness.
  • Utilizes knowledge of customer needs and business insights to inform actions.
  • Considers all relevant factors in decision-making processes.
  • Highly organized, capable of managing multiple projects simultaneously with excellent time management skills.
  • Acts as a customer advocate.
  • Proactive and solution-oriented.
  • Demonstrates self-awareness and possesses a strong work ethic, managing workload independently.
  • Driven, self-motivated, and enthusiastic.

Compensation: $80,000 - $90,000, with actual salary offers based on relevant education, training, experience, and other factors.

Additional Compensation: Annual performance bonus.

About Copyright Clearance Center:

As a leader in voluntary collective licensing, CCC provides information solutions to organizations globally. With expertise in copyright, technology, content, and data principles, CCC empowers organizations to leverage data, AI, and machine learning for strategic decision-making and competitive advantage.

CCC is committed to fostering a diverse, inclusive, and equitable workplace, recognizing that diversity among our team is vital to our success as a global organization.

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