Description

About You – experience, education, skills, and accomplishments

  • Bachelor’s Degree required; or equivalent work experience
  • 5 years of Customer Success, Account Management or similar experience managing customer relationships 

 

It would be great if you also had…

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  

Ability to effectively interact at all levels of an organization and secure delivery of commitments 

Experience using a Customer Success software platform (Salesforce.com, Gainsight, etc.) 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 defined in the role 

 

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 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 

Key Skills
Education

Bachelor’s Degree required

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