As a Senior 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
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Clarivate is an Equal Opportunity Employer Vets/Minorities/Women/Disabled
Top Skills
What We Do
Clarivate™ is a global leader in providing solutions to accelerate the lifecycle of innovation. Our bold mission is to help customers solve some of the world’s most complex problems by providing actionable information and insights that reduce the time from new ideas to life-changing inventions in the areas of science and intellectual property. We help customers discover, protect and commercialize their inventions using our trusted subscription and technology-based solutions coupled with deep domain expertise. For more information, please visit clarivate.com.
