At a Glance
- Tasks: Support and grow key customer relationships while driving value from our library software solutions.
- Company: Join Clarivate, a global leader in library software solutions with a passionate team.
- Benefits: Enjoy hybrid working, competitive salary, and opportunities for professional growth.
- Other info: Collaborative team environment with a focus on continuous improvement and customer satisfaction.
- Why this job: Make a real impact in higher education by helping libraries achieve their goals.
- Qualifications: 5 years in Customer Success or Account Management; experience with library software is a plus.
The predicted salary is between 40500 - 49500 £ per year.
We are looking for an experienced Customer Success Manager to join our global Customer Success team! The main purpose of the Customer Success Manager is to retain an assigned book of business, identify and mitigate risk, and support the growth of key customers. Working proactively with customers, you will help drive value derived from the library software 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 your 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 related field / or equivalent work experience.
- 5 years of Customer Success, Account Management or similar experience managing customer relationships.
- 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.
- 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.
- Experience providing online training and/or customer support in a similar information services or SaaS organisations that sell to the academic library market.
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.
About the Team: Our A & G Customer Success team sits within the Revenue organization. Our team is comprised of colleagues across the Americas and the globe who are passionate about helping higher education institutions and libraries achieve their goals. What we do matters to librarians who need smoother paths to fulfilling their missions to help students, faculty, and researchers think forward.
Hours of Work: This is a full-time, permanent position based in the UK. This role will require hybrid working from our London or Cambridge offices (2-3 days per week in office, rest of week remote). This position requires weekday (Monday - Friday) attendance with some scheduling flexibility available to adjust to various global time zones as needed.
Customer Success Manager in Cambridge employer: Clarivate Analytics
At Clarivate, we pride ourselves on being an exceptional employer, particularly for the Director of Marketing Content & Thought Leadership role in our vibrant London office. Our commitment to employee growth is evident through comprehensive benefits such as private medical insurance, generous pension contributions, and a supportive work culture that encourages collaboration across global teams. With a focus on insight-led content and strategic priorities in the Life Sciences & Healthcare sectors, we offer a dynamic environment where your expertise can truly make an impact.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Manager in Cambridge
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Clarivate Analytics. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Clarivate Analytics before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Success Manager in Cambridge
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Clarivate Analytics:Your cover letter is your chance to shine! Tell us why you want to work at Clarivate Analytics specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Clarivate Analytics!
How to prepare for a job interview at Clarivate Analytics
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
