Customer Success Manager
| Company | Clarivate |
|---|---|
| Location | Philadelphia, PA, USA, Ann Arbor, MI, USA, Kansas City, MO, USA, Alexandria, VA, USA |
| Salary | $Not Provided – $Not Provided |
| Type | Full-Time |
| Degrees | Bachelor’s |
| Experience Level | Mid Level, Senior |
Requirements
- Bachelors’ degree or equivalent relevant work experience related to the job, preferably Intellectual Property or Intellectual Intelligence
- 3+ years of experience working with customer success or relationship management
- Experience with Intellectual Property products or services
Responsibilities
- Become a trusted advocate/advisor to customers: gain insight, offer recommendations, manage expectations and provide the support needed to attain defined outcomes
- Deliver an exceptional customer experience: ensure customers are deriving value from products and services; work with colleagues across the organization to ensure swift issue resolution
- Oversee customer training and implement adoption strategies to maximize usage, satisfaction, and ROI by collaborating with key customer contacts to develop training plans and schedules, and coordinating with the Clarivate training team to ensure all customer training needs are met
- Drive growth: secure the existing business and identify expansion opportunities across the range of products and services offered by Clarivate
- Proactive outreach to customers: Develop customer ready presentations in accordance with Clarivate branding, send prescribed outreach to appropriate customers, and utilize social platforms to identify potential new users
- 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
Preferred Qualifications
- Extensive experience in Intellectual Property management
- Exceptional written and verbal communication skills, coupled with strong interpersonal abilities to interact professionally with diverse personalities and cultures, fostering resolution and robust relationships
- Outstanding investigative and problem-solving skills, adept at analyzing, comparing, evaluating, reconciling, and organizing data
- Proven ability to engage effectively at all organizational levels and ensure the fulfillment of commitments
- Familiar with using Customer Success software platforms (e.g., Salesforce.com, Gainsight), with the capability to define and establish goals based on customer needs and business capabilities, and to develop and execute comprehensive customer success and engagement plans
- Skilled at identifying insights during customer interactions and strategically aligning them with goals, success criteria, and the products or services outlined in the role
- Proficient in Microsoft Office, particularly PowerPoint, with the ability to create clear and digestible presentations.