We are looking for a Manager of Customer Success join our team! You will drive overall customer satisfaction and retention for the Academia & Government organization for Innovative Library Software customers that form part of Clarivate. The Manager will lead the team of Customer Success Managers responsible for ensuring customers achieve value with their Library Software solutions in alignment with customer business objectives and desired outcomes. You will have 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 7 years’ related experience, or equivalent combination of education and experience7 years of experience in customer success and/or relationship management, especially in the use of software solutions, ideally in a similar industry.3 years of leadership experience It would be great if you also had…Professional experience in complex enterprise customer relationship and program management.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 communication and presentation skills to bring about change, influence others to take action, and inspire ownership. What will you be doing in this role?...Lead the Innovative North America Customer Success (CS) organization responsible for customer engagement and adoption across our Library Software business resulting in customer satisfaction and retention.Take on the role of player-coach to serve a group of priority customers within the segment. 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 collaboration with leadership, build a scalable customer success program intended to ensure high levels of engagement across the customer organization to build relationships and ensure measurable value is achieved with products.Monitor and adjust program requirements and performance indicators based on evolving priorities in the company’s strategic direction.Actively and consistently collaborate with cross functional and geographically dispersed teams identifying opportunities for optimizing existing processes and procedures. To that end, actively partners with other leaders to execute product vision, retention strategies, and cross-functional initiatives as well as projects. Proactively identify and plan for retaining “at risk” customers and interfaces with Account Management and Renewal teams in support of customer retention and renewal success.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, product organization, and other teams as needed.Analyze trends in Customer Satisfaction feedback, developing clear action plans and recommendations for improving existing processes and products. Drives customer understanding of products and initiatives to improve sales and customer retention; actively participating in market-facing and customer-facing activities and events. Hours of WorkFull time, permanentAlthough duties are typically performed during normal business hours, occasional off-hours may be requiredClarivate is an Equal Opportunity Employer Vets/Minorities/Women/Disabled
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