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Chandler

    Customer Success Manager - Chandler, United States - Penn Foster Inc

    Penn Foster Inc
    Penn Foster Inc Chandler, United States

    1 week ago

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    Description


    The Customer Success Manager at Clarivate 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 6+ years of relevant work experience
    What you will be doing in this role

    Develop relationships client organizations and work toward deep integration and widespread usage of Clarivate services among assigned clients
    Identify new teams to ensure clients are deriving maximum value and incorporating Clarivate services into internal processes
    Manage client expectations and portray Clarivate service value proposition effectively and as world-class solution provider for our clients
    Maintain up to date records of all client interactions, results and in Salesforce
    Provide client health updates to sales and management teams
    Review and analyze product usage regularly to identify trends and monitor client health
    Through collaboration with other Clarivate teams, begin to develop client specific webinars, training and use cases
    Develop and present Service Reviews to clients
    Send prescribed outreach as appropriate to client such as market updates, key findings, webinars, solution changes, new users and latent users
    Utilize social platforms to identify potential new users
    Work to develop own proactive client specific outreach plan
    Begin creating strategic communication outreach plan
    Develop client ready presentations in accordance with Clarivate branding
    Schedule, coordinate and execute basic training sessions
    Work with key client contacts to develop training plan and schedule
    Work with Clarivate training team to ensure clients training needs are met
    The CSM will partner with the assigned Account Manager to derive successful outcomes
    The CSM will own the service portion of the client relationship
    Convey key insights pertaining to product usage, product perception, and competitors gleaned from client interaction to Sales, Client Services, Marketing, and Product Management teams
    Convey untapped areas of potential value to Product Management and Marketing
    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
    Raise client issues, requests, and unmet needs with relevant teams and assist Clarivate's internal teams with developing solutions when appropriate
    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
    Clarivate is an Equal Opportunity Employer Vets/Minorities/Women/Disabled
    #J-18808-Ljbffr
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