Customer Success Manager

We are looking for an energetic Customer Success Manager (CSM) to join our global Customer Success team!  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.  You will work proactively with Customers and help drive value derived from the Clarivate Academic and Government solutions by supporting their desired business outcomes.  You will also add value and build trusting, lasting relationships by applying industry and product knowledge, relevant experience, and a deep understanding of the customers.   Utilizing your strong attention to detail, you will identify early indicators of account risk, proactively mitigating and escalating to leadership when necessary.  If this sounds like an opportunity you are interested in, then we would love to talk to you!    

About You – experience, education, skills, and accomplishments…  

• Bachelor’s Degree required, OR Equivalent work experience
• 5 years of Customer Success or Account Management experience

  It would be great if you also had…  

• 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.
• Master’s degree in library or information science
• A background in public libraries, government, or higher education strongly preferred 
• 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 deriving 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 Americas 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

Hours of Work 

• Full time, permanent
• Although duties are typically performed during normal business hours, off-hours work/on-call shifts may be required to meet customer and/or business needs.
• Hybrid working schedule on-site 2-3 days/week if located near an office location; Remote if not near an office location
• 25% travel is required

Clarivate is an Equal Opportunity Employer Vets/Minorities/Women/Disabled