We are looking for an energetic Director of Customer Success to drive overall customer satisfaction and retention for the Academia & Government organization for Clarivate’s Academic Library Software (Ex Libris) customers in the Americas market. You will lead the team of Customer Success professionals responsible for ensuring customers achieve value from their Library Software solutions in alignment with customer business objectives and desired outcomes. The Director of Customer Success will have an authentic ability to motivate individuals to succeed and make a remarkable organizational impact. If this sounds like an opportunity you are interested in, then we would love to talk to you! About You – experience, education, skills, and accomplishmentsBachelors’ degree or higher in related field, such as Library Sciences, plus at least 10 years’ related experience, or equivalent combination of education and experience7 years of experience developing and leading global Customer Success organizations, or in a similar leadership capacity10 years of experience with customer success and/or relationship management, especially in the use of software solutions, ideally in a similar industry10 years of experience defining and deploying best practices in customer success10 years of experience in complex enterprise customer relationship and program managementIt would be great if you also had…Excellent investigative and problem-solving skills, including the ability to analyze, compare, evaluate, reconcile and order data. Strong interpersonal skills, with ability to professionally interact with a diverse blend of personalities and cultures to reach resolution and maintain strong relationships. Strong influencing and negotiation skills, with ability to prepare and present compelling data that drives decisions. What will you be doing in this role?...Lead the Americas Customer Success (CS) organization responsible for customer engagement and adoption across our Library Software business resulting in customer satisfaction and retention. Drive collaboration across the Customer Success organization as well as alignment across other customer-facing functions such as sales, product, implementation, customer education and support. In alignment with Customer Success leadership, execute a customer success program intended to ensure high levels of engagement across the customer organization to build relationships and ensure measurable value is achieved with Library Software products. Develop and lead Customer Success professionals to deliver an effective customer engagement strategy across the customer journey with a focus of driving customer value and customer satisfaction that results in customer retention and growth. Monitor and adjust program requirements and performance indicators based on evolving priorities in the company’s strategic direction. Proactively identifies and implements strategies and plans for retaining “at risk” customers and interfaces with Account Management and Renewal teams, supporting the achievement of renewal rate targets. Hire, motivate, coach and develop the Customer Success team, enhancing their collective and individual ability to serve as trusted partners to the regional sales leadership teams, R&D organization, and other teams as needed. Analyze trends in Customer Satisfaction feedback, developing clear action plans and recommendations for improving existing processes and products. Actively partner with other leaders to execute on product vision. Drive customer understanding of products and initiatives to improve sales and customer retention; actively participating in market-facing and customer-facing activities and events. Participate in cross-functional strategic initiatives and projects. About 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 WorkFull time, permanentAlthough duties are typically performed during normal business hours, occasional off-hours may be requiredUp to 10% travel is required Clarivate is an Equal Opportunity Employer Vets/Minorities/Women/Disabled
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