The Customer Success Manager serves a critical role to retain Clarivate's current business, identify and mitigate risk and support the growth of key customers. Working proactively with Customers, a CSM will help drive value derived from the Clarivate Academic and Government solutions by supporting their desired business outcomes. They add value and build trusting, lasting relationships by applying industry and product knowledge, relevant experience, and a deep understanding of the customers. Utilizing their strong attention to detail, they will identify early indicators of account risk, proactively mitigating and escalating to leadership when necessary.
About You – experience, education, skills, and accomplishments
- Bachelor’s degree required
- 5+ years’ experience in solutions consulting, technical consulting, technical customer success, or other customer-facing technical roles; or 5+ years’ experience in library management
- Ability to effectively interact at all levels of an organization and secure delivery of commitments
- Ability to define and establish goals based on customer needs and our business capabilities and execute a well-defined customer success and engagement plan
- Ability to pick up insights within customer conversations and connect them to goals, customer success criteria, products or services defined in the role
- Passion for continually improving the customer experience
- Strong verbal and written communication skills
- Comfortable working in a fast-paced and dynamic environment
- Collaborative and team-focused, with a willingness to take initiative
- Self-directed and resourceful
- Ability to travel up 30%, when required
- Proficiency in English (normal business communication)
It would be great if you also had . . .
- Master’s degree
- A background in academic libraries, government, or higher education strongly preferred
- Knowledge of library management tools, systems, and software solutions
- Experience using a Customer Success software platform (Salesforce.com, Gainsight, etc.)
What will you be doing in this role?
- Become a trusted advocate/advisor to customers: gain insight, offer recommendations, and provide the support needed to attain stated outcomes
- Deliver an exceptional customer experience: ensure customers are driving value from Clarivate products and services; work with colleagues across the organization to ensure swift issue resolution
- Oversee customer training & implement customer adoption strategies to maximize usage, satisfaction, and ROI
- Drive growth: secure the existing business and identify expansion opportunities across the range of products and services offered by Clarivate
- Provide high-level governance and operational oversight: establish and maintain effective internal working relationships by coordinating with geographically distributed virtual matrix teams across multiple business verticals and functions, including Sales, Finance, Product Management, Product Marketing, Software Support, Professional Services, and Customer Service; conduct internal reviews with relevant stakeholders to ensure continuous customer focus, commitment and engagement
- Deliver regular business reviews: collaborate with Sales and other internal partners to coordinate and deliver regular reviews of progress against documented goals, priorities, and success criteria to key customer operational contacts and decision-makers
- Support the Customer Success mission: assist Customer Success leadership by identifying, leading, and reporting on key initiatives to further the mission and expansion of Customer Success within Clarivate
- Partner and Mentor: support goal of best-in-class team by sharing knowledge in areas of expertise; provide input to leadership on areas of potential improvement.
- Other duties as assigned.
About the Team
Our A & G Customer Success team sits within the Revenue organization. Our team is comprised of colleagues across the APAC and the globe who are passionate about helping higher education institutions and libraries achieve their goals. What we do matters to librarians who need smoother paths to fulfilling their missions to help students, faculty, and researchers think forward.
We work proactively with customers to drive value derived from the Clarivate Academic and Government solutions by supporting their desired business outcomes. We maintain close communication and cooperation with Account Managers, Presales and Product Sales.
Hours of Work
This is a remote, full-time position, primarily working core business hours from 9am to 6pm, with flexibility to adjust to various global time zones as needed.
At Clarivate, we are committed to providing equal employment opportunities for all persons with respect to hiring, compensation, promotion, training, and other terms, conditions, and privileges of employment. We comply with applicable laws and regulations governing non-discrimination in all locations.
