JOB DESCRIPTIONJob Title: Customer Success ManagerDepartment: SalesCustomer Segment: Life Science and HealthcareReports To: Manager, Solution ConsultingLocation: Job Summary:In the Life Sciences and Healthcare division, advancing innovation and accelerating patient outcomes is at the core of what we do. With our contextual intelligence: expertise, data and technology; we support pharmaceutical, biotech and medical device customers in their decision making. Asia-Pacific is one of the fastest-growing regions in Clarivate's Life Science & Healthcare division.Customer Success is key to retention of our strategic customers, as a trusted advisor to customers, and an outstanding cross-functional team player. This role will report to the Manager, Solution Consulting and be part of a team of CSMs and Solution Consultants.Responsibilities:Retention: ensure subscriptions across multiple product lines are renewed for a defined territory of strategic customers located in Japan.Become a trusted advocate/advisor to customers: gain insight, offer recommendations, and provide the support needed to attain stated outcomes.Partner with Account Manager to develop and maintain account strategy plan.Deliver 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 and demonstrate customer ROI: secure the existing business and identify expansion opportunities across the range of products and services offered by Clarivate.Work cross-functionally as voice of the customer: establish and maintain effective internal working relationships by coordinating with geographically distributed virtual matrix teams across multiple functions, including Sales, Product Management and Customer Service; conduct internal reviews with relevant stakeholders to ensure continuous customer focus, commitment and engagement.Deliver regular business reviews to achieve success criteria: 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.Effectively network: within accounts to ensure achievement of business goals while evangelizing all Clarivate capabilities and products.Develop, operate, and monitor progress of customer retention plan: establish standardized process to help Sales to effectively manage relationship with our customers and ensure subsctiptions are renewed. Continually collaborate with Sales to review and improve the process.Requirements Bachelor’s Degree preferred, minimum 5 years relevant professional experience especially in customer relationship managementA background in life sciences is preferredBusiness level English communication skill is preferredAbility to effectively interact at all levels of an organization and secure delivery of commitmentsExemplary communication skills, possessing the ability to work within 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 prioritiesAbility 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 necessaryWillingnesss to travel if and when requiredAt 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