Senior Customer Success Manager - Life Sciences & Healthcare

We are looking for an experienced Senior Customer Success Manager (CSM) to join our global Customer Success team in the US (East Coast ) Remote

The main purpose of the Seniorr CSM is to retain Clarivate's current business, identify and mitigate risk, and support the growth of key customers. The Senior CSM works proactively with customers to drive value derived from the Clarivate Life Sciences solutions by supporting their desired business outcomes. The Senior CSM applies industry and product knowledge, relevant experience, and a deep understanding of their customers to add value and build trusting relationships. In addition, the Senior CSM assumes total account responsibility in absence of Global Key Account Director, including sales/renewal responsibility (in partnership with Sales Management).

About You – experience, education, skills, and accomplishments

• Bachelor’s Degree preferred, minimum 7 years of Customer Success or Account Management experience, or equivalent combination of education and experience
• A background in life sciences is highly preferred
• Ability to effectively interact at all levels of an organization and secure delivery of commitments
• 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.
• Strong tactical decision-making skills, and ability to handle unforeseen issues with agility and professionalism
• Able to work effectively under pressure and deliver on time to stakeholders across the business and multiple customer accounts, while managing conflicting priorities
• Some knowledge and experience using a Customer Success software platform is helpful (such as Salesforce.com and Gainsight).
• Ability to set and manage customer expectations appropriately
• Strong interpersonal and effective negotiation skills
• Ability to define and establish goals based on customer needs and our business capabilities and execute a well-defined customer success and engagement plan
• Able to think creatively and problem solve
• Possess excellent listening skills and attention to detail
• 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 grey areas not completely defined in the role
• Able to identify early indicators of account risk, proactively mitigating and escalating to leadership when necessary

It would be great if you also have:

• Existing knowledge of Clarivate products and services and those of its competitors is a distinct advantage.
• Life Sciences -drug development cycle and treatment area knowledge highly desirable

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 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
• Effectively network within accounts from the C-Level down to establish a transformational Business Roadmap/Blueprint to ensure achievement of business goals while working within an account team matrix and evangelizing all Clarivate capabilities and products

About the Team

This role will report to the Senior Manager of Customer Success (Life Sciences & Healthcare) working as part of a team of Account Managers, Product Sales Managers, Solution Consultants and Customer Success Managers covering the DACH region.

Hours of Work

This is a full-time, permanent position based in US ( East Coast ) Remote.

This position requires weekday (Monday - Friday) attendance with some scheduling flexibility available to adjust to various global time zones as needed.

Up to 10% of travel may be required.