Customer Success Manager

4 days ago

Toronto, Canada Clarivate Full time

About You - experience, education, skills, and accomplishments
- Minimum 2 years of Customer Success or Account Management experience, or equivalent combination of education and experience
- Ability to effectively interact at all levels of an organization and secure delivery of commitments.
- Ability to define and establish goals based on customer needs and our business capabilities and execute a well-defined customer success and engagement plan
- Ability to pick up insights within customer conversations and connect them to goals, customer success criteria, products or services
- Ability to comfortably and effectively deal with ambiguity and work in the gray areas not completely defined in the role

It would be great if you also had...
- Bachelor’s Degree or background in Life Science or related field is preferred.
- Exemplary communication skills, possessing the ability to work with virtual matrix organizations, inspire teams, identify potential opportunities and deliver against expectations and commitments with little oversight. Comfortable presenting to large groups.

What will you be doing in this role?
- 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 Clarivate products and services; work with colleagues across the organization to ensure swift issue resolution; oversee customer training & implement customer adoption strategies.
- 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: maintain effective internal working relationships with geographically distributed virtual teams.
- Deliver regular business reviews: work with internal teams to deliver regular reviews of progress against goals, priorities, and success criteria to key customers and decision-makers.
- Support the Customer Success mission: assist Customer Success leadership by 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.

About the Team

We enjoy a continuous learning culture committed to developing unsurpassed expertise to support our products and services. We approach our work with a positive attitude, enthusiasm, and skill. Clarivate’s present growth provides for a variety of opportunities for personal achievement and career advancement in a fast paced and flexible hybrid environment.

Hours of Work

Eastern U.S. Core business hours. Collaboration with Global teams will require early morning or evening calls as necessary.

At Clarivate, we are committed to providing equal employment opportunities for all persons with respect to hiring, compensation, promotion, training, and other terms, conditions, and privileges of employment. We comply with applicable laws and regulations governing non-discrimination in all locations.

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