Customer Success Manager

Clarivate is seeking to hire on an energetic Customer Success Manager (CSM) to join our global Customer Success team! The main purpose of the CSM is to retain Clarivate's current business, identify and mitigate risk and support the growth of key customers. Working proactively with Customers, you will help drive value derived from the Clarivate Academic and Government 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.About You – experience, education, skills, and accomplishments… Bachelor’s Degree required5 years of Customer Success or Account Management experienceIt would be great if you also had… Master’s degreeA background in academic libraries, government, or higher education strongly preferredAbility to effectively interact at all levels of an organization and secure delivery of commitmentsExperience 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 planAbility 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 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 resolutionOversee 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 ClarivateProvide 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 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 WorkHybrid work environment commutable to our US office location in Ann Arbor, MI.#CBClarivate is an Equal Opportunity Employer Vets/Minorities/Women/Disabled