Senior Customer Success Manager

The primary responsibility of the Senior Customer Success Manager is to ensure renewal of subscription licenses through driving implementation and usage of all Clarivate Life Science solutions.  A working familiarity with each Clarivate service is necessary. The ability to work independently as well as in a collaborative, cross-functional team environment is imperative as this position will work closely with Sales, Product Management & Marketing.

A key objective of the Senior Client Success Manager is to ensure the renewal and retention of solutions for assigned clients while beginning to identify upsell opportunities.

About You – experience, education, skills, and accomplishments

• Bachelor’s Degree required; or equivalent work experience
• Minimum 7 years of Customer Success, Academic or Public Library and/or SaaS organization experience managing customer relationships
• Minimum 5 years of experience working in academic libraries or another similar market

It would be great if you also have…

• Knowledge of and proficiency with integrated library systems, discovery workflows and functions, including new technologies and applications that enhance information services in the library market.
• Ability to define and establish goals based on customer needs and our business capabilities, and execute a well-defined customer success and engagement plan 
• Self-starting, self-motivated, team player with an ability to work independently and collaboratively across multiple teams.
• Strong analytical and creative problem-solving skills.
• Track record of results and with an extremely high level of customer focus and passion.
• Excellent interpersonal, communication – spoken, written, listening -- and presentation skills.

What you will you be doing in this role...

• Building and Maintaining Client Relationships
  • Develop relationships with relevant teams within client organizations and work toward deep integration and widespread usage of Clarivate services among assigned clients. 
  • Identify new teams to ensure clients are deriving maximum value and incorporating Clarivate services into internal processes. 
  • Manage client expectations and portray Clarivate service value proposition effectively and as world-class solution provider for our clients. 
  • Maintain up to date records of all client interactions, results and in Salesforce.

• Reporting & Analytics
  • Review and analyze product usage regularly to identify trends and monitor client health
  • Provide client health updates to sales and management teams

• Client Proactive Outreach
  • Develop client ready presentations in accordance with Clarivate branding.
  • Through collaboration with other Clarivate teams, begin to develop client specific webinars, training and use cases.
  • Develop and present Service Review to clients
  • Send prescribed outreach as appropriate to client
    • Market Updates
    • Key Findings
    • Webinars
    • Solution Changes
    • New Users
    • Latent Users
  • Utilize social platforms to identify potential new users
  • Work to develop own proactive client specific outreach plan
  • Begin creating strategic communication outreach plan

• Training and Support
  • Schedule, coordinate and execute basic training sessions
  • Work with key Client key contacts to develop training plan and schedule
  • Work with Clarivate training team to ensure clients training needs are met

• Cross functional Collaboration
  • CSM will partner with the assigned Account Manager to derive successful outcomes
  • CSM will own the service portion of the client relationship
  • Convey key insights pertaining to product usage, product perception, and competitors gleaned from client interaction to Sales, Client Services, Marketing, and Product Management teams. 
  • Convey untapped areas of potential value to Product Management and Marketing. 
  • Provide input on trends and needs of the client base in line with the capabilities of Clarivate services. 
  • Communicate with client base to understand internal needs and pain points. Determine where Clarivate services addresses those needs, where we may fall short, and identify opportunities that could be passed along to Product Management as feature enhancements, Sales for sales leads, and/or Analytics for custom analytics projects.
  • Raise client issues, requests, and unmet needs with relevant teams and assist Clarivate’s internal teams with developing solutions when appropriate. 
  • Uncover upsell opportunities and coordinate with the Account Manager and Analytics teams to ens