Customer Success Manager

Clarivate - Ann Arbor, MI

Full-time - Mid Level

Hybrid - Ann Arbor, MI

Professional, Scientific, and Technical Services

About the position

Clarivate is seeking a dynamic Customer Success Manager (CSM) to join our esteemed global Customer Success team. In this role, you will be involved in ensuring Clarivate services deliver on what is promised, ensuring that customers fully utilize the services and achieve Return on Investment, as well providing optimal customer experience. You will have a foundational understanding of the industry and will work to gain basic product knowledge and an understanding of their assigned Customer's needs, dedicated to fostering their success and supporting their needs. Serving as a conduit between customers and the wealth of resources and services at their disposal, the CSM enriches the customer journey, ensuring alignment with their objectives. You will add value and build trusting, lasting relationships with our top customers by applying industry and product knowledge, relevant experience, and a deep understanding of your customer's mission and objectives. Utilizing your strong attention to detail, you will identify early indicators of account risk and proactively mitigate and escalate to leadership when necessary. If this sounds like an opportunity you are interested in, then we would love to talk to you!

Responsibilities

• Become a trusted advocate/advisor to customers: gain insight, offer recommendations, and provide the support needed to attain defined outcomes.
• Deliver an exceptional customer experience: ensure customers are deriving value from products and services; work with colleagues across the organization to ensure swift issue resolution.
• Oversee customer training & implement customer adoption strategies to maximize usage, satisfaction, and ROI.
• Work with key Customer contacts to develop training plan and schedule.
• Work with Clarivate training team to ensure customer training needs are met.
• Drive growth: secure the existing business and identify expansion opportunities across the range of products and services offered by Clarivate.
• Proactive outreach to customers: Develop customer ready presentations in accordance with Clarivate branding, send prescribed outreach to appropriate customers, and utilize social platforms to identify potential new users.
• Provide 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 engagement.
• Deliver 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-makers.
• Support 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 Clarivate.
• Partner and Mentor: support goal of best-in-class team by sharing knowledge in areas of expertise; provide input to leadership on areas of potential improvement.

Requirements

• Bachelors' degree or equivalent relevant work experience related to the job, preferably Intellectual Property or Intellectual Intelligence.
• 3+ years of experience working with customer success or relationship management.
• Work experience related to Intellectual Property products or services.

Nice-to-haves

• Experience working in Intellectual Property with a pharmaceutical or life sciences portfolio.
• Strong communication and interpersonal skills, with ability to professionally interact with a diverse blend of personalities and cultures to reach resolution and maintain strong relationships.
• Excellent investigative and problem-solving skills, including the ability to analyze, compare, evaluate, reconcile and order data.
• Ability to effectively interact at all levels of an organization and secure delivery of commitments.
• Experience 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 to create and execute a well-defined customer success and engagement plan.
• Ability to pick up insights within customer conversations and strategically connect them to goals, customer success criteria, products or services defined in the role.