Senior Customer Success Manager

Clarivate is seeking a dynamic Senior Customer Success Manager (CSM) to join our esteemed global Customer Success team. In this role, you will be tasked with retaining Clarivate's current business, identify and mitigate risk, and support the growth of key customers. The Senior CSM works proactively with customers to drive value derived from the Intellectual Property solutions by supporting their desired business outcomes. The Senior CSM applies industry and product knowledge, relevant experience, and a deep understanding of their customers to add value and build trusting relationships. In addition, the Senior CSM assumes total account responsibility to enrich the customer journey in alignment with Intellectual Property segment objectives and priorities.

About You – experience, education, skills, and accomplishments  

• Bachelor’s Degree in a related field or equivalent relevant work experience

• 5+ years of experience in a customer success related role

• Work experience or education in intellectual property

• Experience using a Customer Success software platform (Salesforce or Gainsight)

What will you be doing in this role?  

• Be a trusted advocate/advisor to customers: gain insight, offer recommendations, and provide the support needed to attain stated outcomes 

• Deliver an exceptional customer experience: ensure customers are deriving value from Clarivate 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 

• Drive growth: secure the existing business and identify expansion opportunities across the range of products and services offered by Clarivate

• Apply advanced understanding of the industry and related products to identify unique and highly specialized solutions to customer’s needs

• Ensure proactive and effective strategic 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 

• Effectively network within accounts from the C-Level down to establish a transformational Business Roadmap/Blueprint to ensure achievement of business goals while promoting our services within the customer base

• Strategize, implement, and own strategy relevant to your role and customers. 

Hours of Work 

• Full time, permanent

• Although duties are typically performed during normal business hours, occasional off-hours may be required

• Up to 25% travel is required; Customer Travel & Represent Clarivate at trade events as deemed appropriate by management

• This is a hybrid position working 2-3 days a week in one of our Clarivate offices in the United States 

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