FAQs
What is the primary responsibility of the Manager, Customer Success?
The primary responsibility is to manage the delivery of the customer service experience, support customer retention, and enhance Clarivate brand values, while leading a team to drive sales activity for assigned product lines.
What qualifications are required for this role?
A Bachelor’s degree in a related field or equivalent work experience and at least 7 years of experience in customer success and/or relationship management, particularly in software solutions.
Do I need prior management experience to apply for this position?
Yes, previous experience managing a team is preferred.
Is experience in library software necessary for this role?
Yes, experience working with library software or similar technology is preferred.
What tools should I be familiar with for this position?
Familiarity with MS Office (Excel, Word, PowerPoint) and tools such as Salesforce is encouraged.
What geographical regions will my team be responsible for?
The team will be responsible for engagement and adoption across the Library Software business in the EMEA region.
Who will I report to in this role?
You will report to the Senior Director, Customer Success, based in the US.
What types of activities will I be involved in to ensure customer satisfaction?
You will engage in monitoring KPIs, collaborating across functions, proactively identifying at-risk customers, and analyzing customer satisfaction feedback.
What is the work schedule for this position?
This is a full-time, permanent position that requires weekday attendance (Monday - Friday) with some scheduling flexibility to accommodate global time zones.
What kind of team environment will I be joining?
You will join a global team of Customer Success experts supporting the Academic & Government business, collaborating across various organizational functions.