Job description
Customer Success Manager
We’re looking for a Customer Success Manager to drive customer growth, retention, and expansion for Clarivate products for customers in Consumer Manufacturing & Technology. In this role, you will be responsible for applying Customer Success best practices and solutions to ensure customers achieve their desired outcomes utilizing Clarivate solutions. This individual must be comfortable understanding and communicating value propositions that best match each customer’s needs, with a view to building a long-term relationship and growth strategy.
Our ideal candidate will be able to speak to the big picture and be business savvy. A background in IP (intellectual property) will help you hit the ground running. You will have excellent communication skills and a genuine desire to help your clients succeed.
About You – experience, education, skills, and accomplishments
- Bachelor’s degree plus experience in a customer facing role, including the ability to manage customer escalations and negotiate resolution, or equivalent combination of education and experience.
- A minimum of 1 year of experience in a Customer Success Manager setting.
It would be great if you also had . . .
- Experience using an enterprise-wide CRM such as Salesforce.com or similar.
- Experience selling to universities and academic institutions.
What will you be doing in this role?
In this role, there is rarely a typical day. If you love working on a variety of tasks, please take a moment to review the types of activities you will have the chance to engage in:
- Customer calls, strategy meetings, operations meetings.
- Internal stakeholder meetings - Cover internal strategy with your team. All key stakeholders would talk about what they have been working on, upcoming meetings, risks and potential opportunities as well as Account Alignment.
- Training opportunities for expanding education around products and services. – You will get education around specific products.
- Recurring tasks – Follow up on projects and make sure customer is being supported and addressing various questions that come in via email.
- Each CSM is assigned a book of business to focus on and ensure that they are developing relationships and deepening the ties with that organization.
- Conduct annual to bi-annual onsite strategy discussion with customer to better understand the organizations objectives for the next 12 months.
About the Team
- The Customer Success teams at Clarivate is evolving and expanding to the growing needs of our customers. This means huge growth opportunities for those who are helping to establish and improve the function right now.
- This is a close-knit team working alongside driven business leaders to achieve great things!
- This group provides training in a deliberate way with an eye on your success.
Hours of Work
This is a full-time position, primarily working core business hours in your time zone, with flexibility to adjust to various global time zones as needed.
Clarivate is an Equal Opportunity Employer Vets/Minorities/Women/Disabled
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