Penn Foster
Customer Success Manager (Remote)
Penn Foster, Chandler, Arizona, United States, 85249
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 experienceAt least 6+ years of relevant work experienceWhat you will be doing in this role
Develop relationships with client organizations and work toward deep integration and widespread usage of Clarivate services among assigned clientsIdentify new teams to ensure clients are deriving maximum value and incorporating Clarivate services into internal processesManage client expectations and portray Clarivate service value proposition effectively as a world-class solution provider for our clientsMaintain up-to-date records of all client interactions, results, and in SalesforceProvide client health updates to sales and management teamsReview and analyze product usage regularly to identify trends and monitor client healthThrough collaboration with other Clarivate teams, begin to develop client-specific webinars, training, and use casesDevelop and present Service Reviews to clientsSend prescribed outreach as appropriate to clients such as market updates, key findings, webinars, solution changes, new users, and latent usersUtilize social platforms to identify potential new usersWork to develop own proactive client-specific outreach planBegin creating strategic communication outreach planDevelop client-ready presentations in accordance with Clarivate brandingSchedule, coordinate, and execute basic training sessionsWork with key client contacts to develop training plan and scheduleWork with Clarivate training team to ensure clients' training needs are metThe CSM will partner with the assigned Account Manager to derive successful outcomesThe CSM will own the service portion of the client relationshipConvey key insights pertaining to product usage, product perception, and competitors gleaned from client interaction to Sales, Client Services, Marketing, and Product Management teamsConvey untapped areas of potential value to Product Management and MarketingProvide input on trends and needs of the client base in line with the capabilities of Clarivate servicesCommunicate with the client base to understand internal needs and pain points. Determine where Clarivate services address 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 projectsRaise client issues, requests, and unmet needs with relevant teams and assist Clarivate’s internal teams with developing solutions when appropriateUncover upsell opportunities and coordinate with the Account Manager and Analytics teams to ensure design, development, sales, and delivery of analytic projectsHours of Work
Full time, permanentThis position is remote but requires 50% travel and occasional global travelYou may be asked to represent Clarivate at trade events as deemed appropriate by managementClarivate is an Equal Opportunity Employer Vets/Minorities/Women/Disabled.
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Bachelor's Degree in a related field or equivalent relevant work experienceAt least 6+ years of relevant work experienceWhat you will be doing in this role
Develop relationships with client organizations and work toward deep integration and widespread usage of Clarivate services among assigned clientsIdentify new teams to ensure clients are deriving maximum value and incorporating Clarivate services into internal processesManage client expectations and portray Clarivate service value proposition effectively as a world-class solution provider for our clientsMaintain up-to-date records of all client interactions, results, and in SalesforceProvide client health updates to sales and management teamsReview and analyze product usage regularly to identify trends and monitor client healthThrough collaboration with other Clarivate teams, begin to develop client-specific webinars, training, and use casesDevelop and present Service Reviews to clientsSend prescribed outreach as appropriate to clients such as market updates, key findings, webinars, solution changes, new users, and latent usersUtilize social platforms to identify potential new usersWork to develop own proactive client-specific outreach planBegin creating strategic communication outreach planDevelop client-ready presentations in accordance with Clarivate brandingSchedule, coordinate, and execute basic training sessionsWork with key client contacts to develop training plan and scheduleWork with Clarivate training team to ensure clients' training needs are metThe CSM will partner with the assigned Account Manager to derive successful outcomesThe CSM will own the service portion of the client relationshipConvey key insights pertaining to product usage, product perception, and competitors gleaned from client interaction to Sales, Client Services, Marketing, and Product Management teamsConvey untapped areas of potential value to Product Management and MarketingProvide input on trends and needs of the client base in line with the capabilities of Clarivate servicesCommunicate with the client base to understand internal needs and pain points. Determine where Clarivate services address 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 projectsRaise client issues, requests, and unmet needs with relevant teams and assist Clarivate’s internal teams with developing solutions when appropriateUncover upsell opportunities and coordinate with the Account Manager and Analytics teams to ensure design, development, sales, and delivery of analytic projectsHours of Work
Full time, permanentThis position is remote but requires 50% travel and occasional global travelYou may be asked to represent Clarivate at trade events as deemed appropriate by managementClarivate is an Equal Opportunity Employer Vets/Minorities/Women/Disabled.
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