Customer Care Operations Manager

We are looking for a Gainsight Customer Success Operations Lead to join a growing and evolving team within Clarivate's Intellectual Property Segment reporting into the Sr. Manager of Customer Strategy & Enablement. This is an exciting opportunity to be part of the next chapter in customer success and digital support for over 9000 customers.  You will be instrumental in collaborating with key stakeholders on how we connect and support our customers.  We would love to speak with you if you have experience in doing the same!About You – experience, education, skills, and accomplishmentsUniversity level degree or equivalent experience7, 8 or 9 years of experience on a similar role2+ Years Customer Success ManagerGainsight ExperienceAt least 2 years in leadership roleIt would be great if you also had . . .Understanding of Intellectual PropertyGainsight Operations ExperienceWhat will you be doing in this role?Create reports and dashboards to derive insights into customer health, identify areas of weakness, and present improvement recommendations to CS leadership.Perform ad-hoc analyses across multiple data sets and tools (examples of analyses include product adoption, retention, and risk management)Assist in troubleshooting of operational issues as they surface; propose changes to systems and processes to fix root causes.Manage Gainsight Administrator Team bridging the gap between technical and customer successManage CS team workflows and key processes, focused on standardization, scale and best practices; manage documentation and flow of processes in GainsightDrive CS team enablement in Gainsight to help the team be more efficient and effectiveDrive Customer Success reporting & metrics: Executive presentations, operational views, insights for CSMsSupport identifying early warning of at-risk accounts, design playbooks for CSMs to address them, and provide path to escalationAbout the teamYou’ll be reporting to Senior Manager, Customer Success Strategy & Enablement based in USYou will manage a team of three, with one direct report.  This is an evolving role with opportunity to grow You will work closely with the rest of the CS organization, as well as Product, Data, and Sales OpsHours of WorkThis role is a 35 hours per week UK hours and we offer a permanent contract. This position is a hybrid position, going to our central London office 2-3 times per week.At 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.