Associate Client Engagement Manager

The Associate Client Engagement Manager, Software is responsible for the ongoing engagement and enablement of our RFE software client accounts. This position is essential in ensuring excellent client experiences with our core software and add/on products to drive user adoption. You will execute on programs designed to build value while creating retention, revenue and loyalty. The Associate Client Engagement Manager will partner and help the client move through the customer journey to become advocates of RightFind Enterprise within their organization. Utilizing automation and technology to send the right message at the right time, you will be the face of CCC to your account base while checking-in intentionally and strategically. You will ensure client retention and growth through close client engagement. 

What you'll be doing:

• Provide software account management support to identified account base 
• Work with the software and/or license account owner to fulfill the account goals and objectives 
• Liaison for all client interaction and escalation 
• Train on the RFE Suite of products, in depth, and in all feature, functions and add-on modules 
• Apply thought leadership and practice application for software account operations to ensure client satisfaction 
• Identify cross-sell and upsell opportunities to grow revenue and achieve goals 
• Coordinate and foster communication across the network of stakeholders and teams to ensure successful client outcomes and smooth handoffs 
• Maintain an in-depth knowledge of CCC products, associated technologies and services, and on-going support expertise of CCC software products 
• Conduct operational review meetings presenting key metrics of client’s usage within CCC’s software products 
• Partner with the implementation team on kick-off meetings and hand-off calls.  Act as a point of escalation during the implementation for the account 
• May be accountable for other results and activities as assigned

What you'll need:

• Bachelors Degree, preferred  
• 2+ years client engagement, client success or account management experience in a SaaS or software company 
• Skilled in both verbal and written communication 
• A high level of accuracy and attention to detail is required 
• Solid analytical skills, advanced knowledge of MS Excel a plus 
• Familiarity with HTML, XML, SQL and other similar mark-up and querying languages a plus 
• Empathetic, positive attitude with a desire to help our clients reach their goals 
• Excellent meeting-management, facilitation and requirement’s gathering skills 
• Some experience with marketing programs desired but not required 
• Travel requirements ~10% or less 

Success Competencies:

• Nimble learner – readily learns and adopts new technologies; is resourceful and curious
• Is a strong communicator - relates comfortably with people across levels, functions and cultures
• Acts as a customer advocate, and uses knowledge of customer needs, business insights and strategies to guide actions
• Is resourceful and curious 
• Is proactive and solution-driven 
• Demonstrates self-awareness; possesses a strong work ethic and manages own workload autonomously 
• Driven, self-motivated, enthusiastic.  Possesses a ‘can do’ attitude

A pioneer in voluntary collective licensing, CCC is a leading information solutions provider to organizations around the world. With deep domain expertise in copyright, technology, content, FAIR data principles, metadata, and more, CCC works to advance copyright, accelerate knowledge, and power innovation. CCC and its subsidiary RightsDirect help organizations harness the power of data, AI, and machine learning to drive strategic decision-making, grow their businesses, and gain competitive advantage. 

CCC received the 2024 Top Workplaces USA National award, where we were recognized by USA Today for the third year in a row as an organization that has built a great workplace culture. CCC was also named a Top Place to Work AND a