Senior Customer Success Manager - Life Science and Healthcare - London, UK ( Hybrid)We are looking for an experienced Senior Customer Success Manager (CSM) to join our global Customer Success team! The main purpose (CSM) to retain Clarivate's current business, identify and mitigate risk, and support the growth of key customers. The Senior CSM works proactively with customers to drive value derived from the Clarivate Life Sciences solutions by supporting their desired business outcomes. The Senior CSM applies industry and product knowledge, relevant experience, and a deep understanding of their customers to add value and build trusting relationships. In addition, the Senior CSM assumes total account responsibility in absence of Global Key Account Director, including sales/renewal responsibility (in partnership with Sales Management).About You – experience, education, skills, and accomplishments Bachelor’s Degree preferred, minimum 7 years of Customer Success or Account Management experience, or equivalent combination of education and experienceA background in life sciences preferredAbility to effectively interact at all levels of an organization and secure delivery of commitmentsExemplary communication skills, possessing the ability to work with virtual matrix organizations, inspire teams, identify potential opportunities and deliver against expectations and commitments with little oversight. Comfortable presenting to large groups. Strong tactical decision-making skills, and ability to handle unforeseen issues with agility and professionalismAble to work effectively under pressure and deliver on time to stakeholders across the business and multiple customer accounts, while managing conflicting prioritiesSome knowledge and experience using a Customer Success software platform is helpful (such as Salesforce.com and Gainsight).Ability to set and manage customer expectations appropriatelyStrong interpersonal and effective negotiation skillsAbility to define and establish goals based on customer needs and our business capabilities and execute a well-defined customer success and engagement planAble to think creatively and problem solvePossess excellent listening skills and attention to detailAbility to pick up insights within customer conversations and connect them to goals, customer success criteria, products or servicesAbility to comfortably and effectively deal with ambiguity and work in the grey areas not completely defined in the roleAble to identify early indicators of account risk, proactively mitigating and escalating to leadership when necessaryIt would be great if you also have :Existing knowledge of Clarivate products and services and those of its competitors is a distinct advantage.Life Sciences -drug development cycle and treatment area knowledge highly desirableGerman language is preferred for this 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 outcomesDeliver an exceptional customer experience: ensure customers are deriving value from 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 ROIDrive 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 engagementDeliver 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-makersSupport 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 ClarivatePartner and Mentor: support goal of best-in-class team by sharing knowledge in areas of expertise; provide input to leadership on areas of potential improvementEffectively network within accounts from the C-Level down to establish a transformational Business Roadmap/Blueprint to ensure achievement of business goals while working within an account team matrix and evangelizing all Clarivate capabilities and productsAbout the Team This role will report to the Senior Manager of Customer Success (Life Sciences & Healthcare) working as part of a team of Account Managers, Product Sales Managers, Solution Consultants and Customer Success Managers covering the DACH region.Hours of Work This is a full-time, permanent position based in UK. This role will require hybrid working from our London or Cambridge offices (2-3 days per week in office, rest of week remote). This position requires weekday (Monday - Friday) attendance with some scheduling flexibility available to adjust to various global time zones as needed. Up to 10% of travel may be required. #LI-Hybrid, #LI-Onsite #LI-SK1At Clarivate, we are committed to providing equal employment opportunities for all persons with respect to hiring, compensation, promotion, training, and other terms, conditions, and privileges of employment. We comply with applicable laws and regulations governing non-discrimination in all locations.
View Original Job Posting