We are looking for an experienced Customer Success Manager to join our global Customer Success team! As a Customer Success Manager, you will play a critical role in retaining Clarivate's current business, identifying and mitigating risk, and supporting the growth of key customers. Working proactively with customers, you will help drive value derived from the Clarivate Academic and Government solutions by supporting their desired business outcomes.
You will add value and build trusting, lasting relationships by applying industry and product knowledge, relevant experience, and a deep understanding of the customers. Utilizing your strong attention to detail, you will identify early indicators of account risk, proactively mitigating and escalating to leadership when necessary.
About You – experience, education, skills, and accomplishments.
Bachelor's degree in Library Information Science or related fields.
At least 5 years of experience in a customer-facing role such as Customer Success, Account Management, or similar experience managing customer relationships.
Previous 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.
Fluency in both Italian and English is required.
It would be great if you also had . . .
Master's degree.
Experience using a Customer Success software platform (Salesforce.com, Gainsight, etc.).
A background in academic libraries, government, or higher education strongly preferred.
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 the goal of a best-in-class team by sharing knowledge in areas of expertise; provide input to leadership on areas of potential improvement.
About the Team
Our A & G Customer Success team sits within the Revenue organization. Our team is comprised of colleagues across the globe who are passionate about helping higher education institutions and libraries achieve their goals.
Hours of Work
This is a full-time, permanent position based in Italy (remote). This position requires weekday (Monday - Friday) attendance with some scheduling flexibility available to adjust to various global time zones as needed.
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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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