Customer Success Manager
Company: Clarivate Analytics US LLC
Location: Harrisburg
Posted on: October 22, 2024
Job Description:
We are looking for an energeticCustomer Success Manager (CSM) to
join our global Customer Success team! The main purpose of the CSM
is to retain an assigned book of business associated with Ex Libris
software under Clarivate, identify and mitigate risk, and support
the growth of key customers. Working proactively with customers,
you will help drive value derived from the library software
solutions by supporting their desired business outcomes.You will
add value and build trusting, lasting relationships by applying
industry and product knowledge, relevant experience, and a deep
understanding of your 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, Account Management or similar
experience managing customer relationshipsIt would be great if you
also had...
- Technical experience with library software solutions from Ex
Libris, such as, Alma, PrimoVE or Leganto or similar library
solution(s)A background in academic libraries, government, or
higher education
- Ability to effectively interact at all levels of an
organization and secure delivery of commitments
- Experience using a Customer Success software platform
(Salesforce.com, Gainsight, etc.) 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 roleWhat 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 Ex Libris (part of 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 improvementAbout the TeamOur 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, occasional off-hours may be required
- Up to 10% travel is requiredClarivate is an Equal Opportunity
Employer Vets/Minorities/Women/Disabled
Keywords: Clarivate Analytics US LLC, North Bethesda , Customer Success Manager, Executive , Harrisburg, Maryland
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