Senior Customer Success Manager (Life Sciences & Healthcare)
The primary responsibility of the Senior Customer Success Manager is to ensure renewal of subscription licenses through driving implementation and usage of all Clarivate Life Science solutions. A working familiarity with each Clarivate service is necessary. The ability to work independently as well as in a collaborative, cross-functional team environment is imperative as this position will work closely with Sales, Product Management & Marketing.
A key objective of the Senior Client Success Manager is to ensure the renewal and retention of solutions for assigned clients while beginning to identify upsell opportunities.
About You experience, education, skills, and accomplishments
Bachelors Degree required; or equivalent work experience
Minimum 7 years of managing customers in a SaaS organization where customer success is built and maintained
Life sciences experience is required
It would be great if you also have
Ability to define and establish goals based on customer needs and our business capabilities, and execute a well-defined customer success and engagement plan
Self-starting, self-motivated, team player with an ability to work independently and collaboratively across multiple teams.
Strong analytical and creative problem-solving skills.
Track record of results and with an extremely high level of customer focus and passion.
What you will you be doing in this role...
Building and Maintaining Client Relationships
Develop relationships with relevant teams within client organizations and work toward deep integration and widespread usage of Clarivate services among assigned clients.
Identify new teams to ensure clients are deriving maximum value and incorporating Clarivate services into internal processes.
Manage client expectations and portray Clarivate service value proposition effectively and as world-class solution provider for our clients.
Maintain up to date records of all client interactions, results and in Salesforce.
Reporting & Analytics
Review and analyze product usage regularly to identify trends and monitor client health
Provide client health updates to sales and management teams
Client Proactive Outreach
Develop client ready presentations in accordance with Clarivate branding.
Through collaboration with other Clarivate teams, begin to develop client specific webinars, training and use cases.
Develop and present Service Review to clients
Send prescribed outreach as appropriate to client
Market Updates
Key Findings
Webinars
Solution Changes
New Users
Latent Users
Utilize social platforms to identify potential new users
Work to develop own proactive client specific outreach plan
Begin creating strategic communication outreach plan
Training and Support
Schedule, coordinate and execute basic training sessions
Work with key Client key contacts to develop training plan and schedule
Work with Clarivate training team to ensure clients training needs are met
Cross functional Collaboration
CSM will partner with the assigned Account Manager to derive successful outcomes
CSM will own the service portion of the client relationship
Convey key insights pertaining to product usage, product perception, and competitors gleaned from client interaction to Sales, Client Services, Marketing, and Product Management teams.
Convey untapped areas of potential value to Product Management and Marketing.
Provide input on trends and needs of the client base in line with the capabilities of Clarivate services.
Communicate with client base to understand internal needs and pain points. Determine where Clarivate services addresses those needs, where we may fall short, and identify opportunities that could be passed along to Product Management as feature enhancements, Sales for sales leads, and/or Analytics for custom analytics projects.
Raise client issues, requests, and unmet needs with relevant teams and assist Clarivates internal teams with developing solutions when appropriate.
Uncover upsell opportunities and coordinate with the Account Manager and Analytics teams to ensure design, development, sales, and delivery of analytic projects.
Hours of Work:
This position is a hybrid role and can be located in Philadelphia or Boston. Although duties are typically performed during normal business hours, occasional off-hours may be required
Up to 25% travel is required
About the team...
Our experienced customer success team aligns within the revenue organization. Our team of seven is comprised of engaged colleagues across the Americas and around the globe who are collaborative and deliver best of class within life sciences and healthcare. Through our efforts we have become trusted advisors who drive growth and strengthen partnerships with our customers.
Clarivate is an Equal Opportunity Employer Vets/Minorities/Women/Disabled
Apply Now
A key objective of the Senior Client Success Manager is to ensure the renewal and retention of solutions for assigned clients while beginning to identify upsell opportunities.
About You experience, education, skills, and accomplishments
Bachelors Degree required; or equivalent work experience
Minimum 7 years of managing customers in a SaaS organization where customer success is built and maintained
Life sciences experience is required
It would be great if you also have
Ability to define and establish goals based on customer needs and our business capabilities, and execute a well-defined customer success and engagement plan
Self-starting, self-motivated, team player with an ability to work independently and collaboratively across multiple teams.
Strong analytical and creative problem-solving skills.
Track record of results and with an extremely high level of customer focus and passion.
What you will you be doing in this role...
Building and Maintaining Client Relationships
Develop relationships with relevant teams within client organizations and work toward deep integration and widespread usage of Clarivate services among assigned clients.
Identify new teams to ensure clients are deriving maximum value and incorporating Clarivate services into internal processes.
Manage client expectations and portray Clarivate service value proposition effectively and as world-class solution provider for our clients.
Maintain up to date records of all client interactions, results and in Salesforce.
Reporting & Analytics
Review and analyze product usage regularly to identify trends and monitor client health
Provide client health updates to sales and management teams
Client Proactive Outreach
Develop client ready presentations in accordance with Clarivate branding.
Through collaboration with other Clarivate teams, begin to develop client specific webinars, training and use cases.
Develop and present Service Review to clients
Send prescribed outreach as appropriate to client
Market Updates
Key Findings
Webinars
Solution Changes
New Users
Latent Users
Utilize social platforms to identify potential new users
Work to develop own proactive client specific outreach plan
Begin creating strategic communication outreach plan
Training and Support
Schedule, coordinate and execute basic training sessions
Work with key Client key contacts to develop training plan and schedule
Work with Clarivate training team to ensure clients training needs are met
Cross functional Collaboration
CSM will partner with the assigned Account Manager to derive successful outcomes
CSM will own the service portion of the client relationship
Convey key insights pertaining to product usage, product perception, and competitors gleaned from client interaction to Sales, Client Services, Marketing, and Product Management teams.
Convey untapped areas of potential value to Product Management and Marketing.
Provide input on trends and needs of the client base in line with the capabilities of Clarivate services.
Communicate with client base to understand internal needs and pain points. Determine where Clarivate services addresses those needs, where we may fall short, and identify opportunities that could be passed along to Product Management as feature enhancements, Sales for sales leads, and/or Analytics for custom analytics projects.
Raise client issues, requests, and unmet needs with relevant teams and assist Clarivates internal teams with developing solutions when appropriate.
Uncover upsell opportunities and coordinate with the Account Manager and Analytics teams to ensure design, development, sales, and delivery of analytic projects.
Hours of Work:
This position is a hybrid role and can be located in Philadelphia or Boston. Although duties are typically performed during normal business hours, occasional off-hours may be required
Up to 25% travel is required
About the team...
Our experienced customer success team aligns within the revenue organization. Our team of seven is comprised of engaged colleagues across the Americas and around the globe who are collaborative and deliver best of class within life sciences and healthcare. Through our efforts we have become trusted advisors who drive growth and strengthen partnerships with our customers.
Clarivate is an Equal Opportunity Employer Vets/Minorities/Women/Disabled
Apply Now