What are the responsibilities and job description for the Senior Customer Success Manager position at Clarivate Analytics US LLC?
As a Customer Success Manager at Clarivate, you will be responsible for ensuring renewal and retention of subscription licenses through implementation and usage of all Clarivate Life Science solutions while also finding opportunities to upsell our products. You will need working familiarity with each Clarivate service. 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. You will also be involved in ensuring that Clarivate's services are being delivered on what is promised and ensuring that the customers are fully utilizing the services. The Client Success Manager will have a foundational understanding of the industry and work to gain basic product knowledge and an understanding of their assigned client's needs.
About you - experience, education, skills, and accomplishments
Bachelor's Degree in a related field or equivalent relevant work experience
At least 7 years of relevant work experience
What you will be doing in this role
Develop new and existing relationships with client organizations and work toward deep integration and widespread usage of Clarivate services among assigned clients
Maintain up to date records of all client interactions, results and in Salesforce
Review and analyze product usage regularly to identify trends and monitor client health
Send prescribed outreach as appropriate to client such as market updates, key findings, webinars, solution changes, new users and latent users
Schedule, coordinate and execute basic training sessions and present content in accordance with Clarivate branding
Convey key insights pertaining to product usage, product perception, and competitors gleaned from client interaction to Sales, Client Services, Marketing, and Product Management teams
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
Own the service portion of the client relationship to uncover upsell opportunities and coordinate with the Account Manager and Analytics teams to ensure design, development, sales, and delivery of analytic projects
Hours of Work
Full time, permanent
This position is remote but requires 50% travel and occasional global travel
You may be asked to represent Clarivate at trade events as deemed appropriate by management
LI-Remote
LI-LP
Clarivate is an Equal Opportunity Employer Vets / Minorities / Women / Disabled
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