At a Glance
- Tasks: Help customers succeed with our library software and build lasting relationships.
- Company: Join a global leader in transformative intelligence and customer success.
- Benefits: Enjoy hybrid working, competitive salary, and opportunities for professional growth.
- Other info: Collaborative environment with a focus on continuous improvement and customer engagement.
- Why this job: Make a real impact in higher education while working with a passionate team.
- Qualifications: 5 years in customer success or account management; experience with library software is a plus.
The predicted salary is between 50000 - 60000 £ 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. If this sounds like an opportunity you are interested in, then we would love to talk to you!
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.
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.
- 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 organizations that sell to the academic library market.
- 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.
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.
Customer Success Manager in London employer: Clarivate Analytics
At Clarivate, we pride ourselves on being an exceptional employer, offering a dynamic work culture that fosters collaboration and innovation. Our hybrid working model allows for flexibility between our London and Cambridge offices, while our commitment to employee growth ensures that you will have ample opportunities to develop your skills and advance your career in the thriving field of customer success. Join us and be part of a passionate team dedicated to making a meaningful impact in higher education and library services.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Manager in London
✨Tip Number 1
Network like a pro! Reach out to current or former employees on LinkedIn and ask about their experiences. A friendly chat can give you insider info and maybe even a referral!
✨Tip Number 2
Prepare for the interview by researching the company culture and values. Tailor your answers to show how you align with their mission, especially in Customer Success. We want to see that passion!
✨Tip Number 3
Practice makes perfect! Do mock interviews with friends or use online platforms. Focus on articulating how your past experiences can help drive customer success at Clarivate.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email reiterating your interest can keep you top of mind. Plus, it shows you’re genuinely keen on the role!
We think you need these skills to ace Customer Success Manager in London
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Customer Success Manager role. Highlight your relevant experience, especially in managing customer relationships and any technical knowledge of library software solutions.
Showcase Your Achievements:Don’t just list your responsibilities; share specific achievements that demonstrate your impact in previous roles. Use metrics where possible to show how you’ve driven customer success and growth.
Be Authentic:Let your personality shine through in your application. We want to see who you are beyond your qualifications. Share your passion for customer success and how you can contribute to our mission at StudySmarter.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way to ensure your application gets into the right hands and shows your enthusiasm for joining our team!
How to prepare for a job interview at Clarivate Analytics
✨Know Your Customers
Before the interview, research the company’s key customers and their needs. Understand how the library software solutions can drive value for these customers. This will help you demonstrate your ability to build lasting relationships and show that you’re proactive in understanding customer success.
✨Showcase Your Experience
Be ready to discuss your previous experience in Customer Success or Account Management. Prepare specific examples of how you've managed customer relationships, mitigated risks, and driven growth. Highlight any technical experience with library software solutions, as this will be a big plus.
✨Prepare for Scenario Questions
Expect scenario-based questions where you’ll need to demonstrate your problem-solving skills. Think about past situations where you had to identify account risks or implement customer adoption strategies. Use the STAR method (Situation, Task, Action, Result) to structure your answers.
✨Engage with the Interviewers
During the interview, ask insightful questions about the company’s goals and challenges in Customer Success. This shows your genuine interest in the role and helps you understand how you can contribute. Plus, it gives you a chance to showcase your knowledge and expertise in the field.
