Offer summary

Qualifications:

Bachelor’s Degree or equivalent in a relevant field., Minimum 10 years of experience in life sciences and healthcare., At least 5 years of leadership experience., Experience supporting pharmaceutical accounts and implementing customer success tools..

Key responsibilities:

Develop and implement the strategic vision for the customer success function.

Collaborate with sales teams to drive strategic initiatives and revenue growth.

Optimize programs to deliver exceptional customer experiences using data and KPIs.

Lead and manage teams to achieve departmental and organizational objectives.

Job description

We are looking for a Director of Customer Success to join our LS&H Team! This is an amazing opportunity to build out your own team in our fastest growing markets. The individual in this role will drive the growth of subscription licenses and renewals by cultivating solid relationships with our valued clients through providing the best customer service and support.

The individual we seek will play a significant role as part of the global Customer Success Leadership team, helping to refine and shape strategy as they continue to build a best-of-breed Customer Success function. In addition, with your guidance, you will help our customers navigate to successful outcomes in the implementation and usage of Clarivate’s Life Science solutions.

About you - experience, education, skills, and accomplishments

Bachelor’s Degree or equivalent
Minimum 10 years of Relevant Experience, including in life sciences & healthcare
Minimum 5 years of leadership experience

It would be great if you also have...

Existing experience supporting pharmaceutical accounts
Experience implementing customer experience or customer success tools
Defining and measuring KPIs

What you will be doing in this role

Develop and implement the strategic vision for the customer success function, aligning with company goals and objectives.

Direct cross-functional collaboration with sales teams to ensure alignment and drive strategic customer success initiatives.

Drive and influence the execution of significant upsell and cross-sell opportunities, contributing to revenue growth.

Optimize high-value programs and projects that aim to deliver exceptional customer experiences and drive long-term success, using data to drive strategic improvements.

Develop comprehensive process improvement initiatives across the function based on in-depth data analysis, metrics, and KPI’s.

Represent the company in leadership meetings, major industry events and conferences, enhancing brand visibility and thought leadership.

Management Responsibilities:

Lead and direct the activities of teams across a function or department.

Define and communicate strategic initiatives at the department-level and provide input on strategic initiatives for the organization.

Lead and direct the work of a functional area to achieve objectives with significant contribution towards the achievement of short-term and mid-term results for the team, department and organization.

Create and drive a clear vision for the department, planning for the long-term success of the organization.

Influence diverse stakeholder groups and drive acceptance of policies, practices and procedures within broader area of responsibility.

About this team...

The customer success team operates globally with members and customers located in the United States, Canada and parts of Europe. They are responsible for taking care of our strategic accounts worldwide and leverage deep industry experience, serving as trusted advisors while driving best practices.

Hours of Work

Full time, permanent
This position is remote but requires between 25-50% travel
Eastern or central time zone preferred

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At Clarivate, we are committed to providing equal employment opportunities for all qualified 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.

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