At a Glance
- Tasks: Support customers in achieving their goals and drive value from our library software solutions.
- Company: Join a global team at Clarivate, dedicated to enhancing customer success.
- Benefits: Enjoy hybrid working, competitive salary, and opportunities for professional growth.
- Other info: Collaborative team environment with a focus on continuous improvement and customer engagement.
- Why this job: Make a real impact in higher education by helping libraries succeed.
- Qualifications: 5 years in Customer Success or Account Management; experience with library software is a plus.
The predicted salary is between 50000 - 65000 £ 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.
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 and 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 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 such as Ex Libris 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 to execute a well-defined customer success and engagement plan.
- Experience providing online training and/or customer support in a similar information services or SaaS organization that sells to the academic library market.
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 in all locations.
Customer Success Manager in London employer: Clarivate
At Clarivate, we pride ourselves on being an exceptional employer, offering a dynamic work culture that fosters collaboration and innovation. Our Customer Success team is dedicated to supporting your professional growth through mentorship and training opportunities, while our hybrid working model in London or Cambridge provides the flexibility needed to balance work and life. Join us to make a meaningful impact in the academic library sector, where your contributions will help shape the future of education.
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 at Clarivate on LinkedIn. Ask them about their experiences and any tips they might have for landing the Customer Success Manager role. Personal connections can give you insights that a job description just can't.
✨Tip Number 2
Prepare for the interview by understanding the library software solutions mentioned in the job description. Brush up on Ex Libris Alma, PrimoVE, or Leganto. Showing that you know your stuff will impress the hiring team and demonstrate your commitment to the role.
✨Tip Number 3
Practice your storytelling skills! Be ready to share specific examples of how you've driven customer success in the past. Use the STAR method (Situation, Task, Action, Result) to structure your answers and make them memorable.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you're genuinely interested in joining the team at Clarivate.
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 in managing customer relationships and any technical knowledge you have about library software solutions. We want to see how you can add value to our team!
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. This helps us understand the value you can bring to our customers.
Be Authentic:Let your personality shine through in your application. We’re looking for someone who can build trusting relationships with customers, so showing your genuine passion for customer success and helping others is key. Be yourself, and let us see what makes you unique!
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it gives you a chance to explore more about StudySmarter and our mission!
How to prepare for a job interview at Clarivate
✨Know Your Customers
Before the interview, research the types of customers the company serves. Understand their needs and challenges, especially in the context of library software solutions. This will help you demonstrate your ability to become a trusted advocate for customers.
✨Showcase Your Experience
Be ready to discuss your previous experience in Customer Success or Account Management. Prepare specific examples where you've successfully managed customer relationships, mitigated risks, or driven growth. Use metrics to highlight your achievements!
✨Familiarise Yourself with the Products
Get to know the library software solutions mentioned in the job description, like Ex Libris Alma or PrimoVE. Being able to speak knowledgeably about these products will show your genuine interest and readiness to support customers effectively.
✨Prepare for Scenario Questions
Expect scenario-based questions that assess your problem-solving skills. Think of situations where you had to resolve customer issues or implement training strategies. Practising your responses will help you articulate your thought process clearly during the interview.
