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Client Relationship Director

2 months ago

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

The Corporate Client Success Manager serves as the primary liaison for our corporate clientele. This role is pivotal in nurturing and enhancing relationships across various levels within client organizations while actively identifying and pursuing new growth avenues in collaboration with our sales team.

In this capacity, the Client Success Manager guarantees client satisfaction, fostering loyalty and maximizing the adoption and utilization of Copyright Clearance Center (CCC) products among the designated client base. Key performance indicators include client retention and overall revenue enhancement through proactive client engagement.

The ideal candidate may have the flexibility to work in a hybrid model if located in the appropriate region or may operate remotely, preferably within the eastern time zone. Availability for meetings during Eastern work hours is essential.

Key Responsibilities:

  • Serve as a dedicated resource for clients, leveraging a comprehensive understanding of client needs and CCC offerings.
  • Formulate and implement mutually beneficial negotiation strategies for contract renewals, ensuring maximum contract value while nurturing the customer relationship.
  • Drive account expansion by uncovering new revenue opportunities and advocating for our 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 service escalations.
  • Champion customer needs across all departments to ensure alignment with client 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 our product suite.

Qualifications:

  • Preferred Bachelor's degree.
  • 2-5 years of relevant experience in client account management and retention.
  • Strong understanding of SaaS products and technology.
  • Proven ability to strengthen relationships and cultivate new internal connections.
  • Demonstrated skills in business development and identifying upsell opportunities.
  • Capacity to consistently display 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 connect with individuals across various levels and functions.
  • Adept learner, quick to adopt new technologies and approaches.
  • Ability to independently explore and learn new technologies, simplifying complex concepts for clients and team members.
  • Considers all relevant factors when making decisions, applying appropriate criteria and principles.
  • Highly organized, capable of managing multiple projects simultaneously with excellent time management skills.
  • Self-aware, possessing a strong work ethic and the ability to manage one’s workload independently.
  • Driven, self-motivated, and enthusiastic.

About Copyright Clearance Center:

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

As a leader in voluntary collective licensing, CCC offers innovative information solutions to organizations globally. With deep expertise in copyright, technology, content, and more, CCC is dedicated to advancing copyright, accelerating knowledge, and fostering innovation.

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

We are dedicated to cultivating a diverse, inclusive, and equitable ecosystem that provides opportunities for our team and attracts talented individuals. CCC is committed to ensuring a respectful environment where equal employment opportunities are available to all applicants and team members, regardless of their background.