Manager, Customer Care

Clarivate is seeking to hire an experienced Manager, Customer Care to join our global Customer Care team. In this role, you will ensure customer satisfaction is maintained at a high level by resolving customer issues a timely and efficient manner while leading a dedicated team of Customer Care Advisors. Utilizing your strong analytical and problem-solving skills, you will develop and implement customer care strategies to enhance customer retention and loyalty.About You – experience, education, skills, and accomplishments...Bachelor's degree from an accredited college or university and/or equivalent work experience1+ year(s) of previous experience in people management4+ years of previous customer service experience within a business-to-business and/or business-to-customer setting requiredIt would be great if you also had…Knowledge of Clarivate’s products, and services and detailed understanding of high-profile customers and/or different customer personas Experience in stakeholder managementWorking knowledge of Microsoft Office, particularly Outlook, Word and ExcelWhat will you be doing in this role?...Manage and organize internal training programs for the team in alignment with the internal training team guidelines to ensure we are developing confident and motivated staff and customers receive a consistently high-quality serviceAccountable for achieving high customer satisfaction measured through specific KPIs by proactively monitoring and owning potential improvement opportunitiesAct as a point of contact for internal and external stakeholdersAct as a voice of the customer and report customer feedback to contribute to organizational learning and ensure best practice is coordinated across the organizationActively liaise with product/service experts to facilitate improvement initiatives and the implementation of the those initiatives within support teamsActively participates in product/service discussions, working closely with other departments to optimize the customer experience and make sure adequate support is implemented for products/services and releases.Adapt plans and priorities and optimize workforce to ensure all customer inquiries are answered timely within established service levels and with high qualityAssist team members with additional workloads as deemed necessary by business/customer needsCreate and maintain a high-quality work environment so team members are motivated to perform to their highest levelCreate and present to the Senior Leadership team the performance resultsDemonstrate Clarivate’s company values at all timesDevelop customer expert knowledge, a basic understanding of user personas, and Clarivate Family products and service offeringsDisplay a team-player attitude both within the Customer Care department and when communicating and collaborating with other key departments to foster internal relationships with other teams and help drive company goals.  Ensure compliance with department and legal procedures and take immediate and appropriate action when needed Participate in organizing customer meetings for regular reviews with high-profile customers if neededPerform root cause analysis and lead action plans to improve operational efficiency and customer experiencePrioritize and schedule work, help in hiring efforts, work on people development, participate in Peer Review and Quality Monitoring evaluation for the teamResponsible for leading the support team and ensure that the team provides professional, efficient, high-quality service to our customers on a day-to-day basisResponsible for the engagement and retention of great talentSolicits varying types of customer feedback to understand the drivers of customer satisfaction / dissatisfaction, and works with stakeholders to make sure that the mitigation plans / improvement initiatives are in place and carried outStrive to meet all team performance metrics and ensure each team member is contributing to and achieving their personal, professional and company goalsSuggest strategies for creating a positive service experience for customersSupport new product & process developments from other areas of the business to ensure customer experience is considered and appropriately prioritized within these projectsAbout the TeamOur team consists of 700+ individuals located across the globe. Our primary focus is to ensure our customers receive a best-in-class service experience using our products.  We achieve this through our focus on proactive/preventative measurements, attention to detail, goal setting and clear communication.Hours of WorkThis is a full-time position, primarily working core business hours in your time zone, with flexibility to adjust to various global time zones as needed.This is a hybrid position working in the Alexandria, VA office 2-3 days a week.#CBClarivate is an Equal Opportunity Employer Vets/Minorities/Women/Disabled