Customer Success Manager

at  Clarivate

We are looking for an experienced Customer Success Manager (CSM) to join our global Customer Success team! The main purpose of the CSM is to retain an assigned book of business associated with Ex Libris software under Clarivate, identify and mitigate risk, and support the growth of key customers. Working proactively with customers, you will help drive value derived from the library software solutions by supporting their desired business outcomes.
In this role you will add value and build trusting, lasting relationships by applying industry and product knowledge, relevant experience, and a deep understanding of your customers. Utilizing your strong attention to detail, you will identify early indicators of account risk, proactively mitigating and escalating to leadership when necessary. If this sounds like an opportunity you are interested in, then we would love to talk to you!

About You – experience, education, skills, and accomplishments.

• Bachelor’s degree in related field / or equivalent work experience.
• At least 5 years of Customer Success, Account Management or similar experience managing customer relationships.
• Technical experience with library software solutions from Ex Libris, such as, Alma, PrimoVE or Leganto or similar library solution(s.) A background in academic libraries, government, or higher education

• Become 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 Ex Libris (part of 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.
• 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.