Customer Success Manager

7 months ago

Beijing, China Clarivate Full time

We are recruiting for a Customer Success Manager (CSM) to join our Customer Success Academia & Government APAC team in Beijing/Shanghai. This is an amazing opportunity to work on Clarivate's flagship products and services. We applies industry and product knowledge, relevant experience, and a deep understanding of our customers to add value and build trusting relationships. We would love to speak with you if you have a deep insight into the academic research industry.

About You – experience, education, skills, and accomplishments

3+ years experience in solutions consulting, technical consulting, technical customer success, or other customer-facing technical roles Ability to bring together observations, knowledge and data to identify technical challenges and solve customer problems while articulating the value of our products Experience helping customers with best practices and success plan development Passion for continually improving the customer experience Strong verbal and written communication skills Able to relate technical concepts to customers of all technical backgrounds; including training, mentoring and/or onboarding experience Comfortable working in a fast-paced and dynamic environment Collaborative and team-focused, with a willingness to take initiative Self-directed and resourceful Ability to travel up 25% when it is safe to do so (If applicable) For this role, additional language skills to English are a plus, but not required It

Would be great if you also had . . .

Knowledge of library management tools, systems, and software solutions Knowledge of Innovation and Scientific data Knowledge of the Research life cycle, patterns, and industry trends Knowledge of the Web of Science product suite and other relevant content products Experience guiding enterprise organizations through transformational change Previous solution consulting/pre-sales/sales engineering or SME experience in a higher education environment is a plus Published academic research and/or public speaking experience in the domain area is a plus

What will you be doing in this role? 

Customer Success is the subject matter and product champion for Clarivate customers, who focuses on connecting technical and business-related customer activities to support value realization, growth, and renewals. The Customer Success Manager(CSM) will be expected to help customers achieve their business outcomes by empowering customers to put success plans into action, increase usage and adoption, and become product champions within their organization and the user community at-large. While acting as a strategic partner, the CSM will coach customers on how to identify and plan strategies to address their most pressing business opportunities, needs, and challenges. Additionally, they will instruct customers on how to leverage and optimize Clarivate products to best support strategies and goals as they implement success plans both short and long- term. Daily responsibilities, include but are not limited to, activities that drive product adoption, usage analysis, retention strategies, and renewal planning.

Many of our customers begin with a set of strategic projects that grow into sizable partnerships. Working collaboratively with the wider Clarivate Customer Success team, the CSM will:

Lead customers in the application of Clarivate products and service offerings to meet their desired business outcomes; this may include white-boarding and helping design an approach, supporting the customer through an onboarding plan as it pertains to training and mentoring, or aiding in overcoming technical and operational challenges affecting technical and/or social adoption. Partner with the other members of the account team (Account Manager, Sales Specialists, Customer Success Managers, or other Service Consultants) to define and execute an account strategy that supports customers and Clarivate’s business goals. Act as a trusted advisor to customers, staying up to date on the ever-evolving state of technology, including both technology that is inside Clarivate, and in complementary/competitive fields outside of Clarivate to make recommendations that support the customer’s goals and/or needs. Be the customer's product champion inside of Clarivate, advocating for them with Support, Customer Education, Product, Engineering, and other groups. Recommend product improvements based on customer experiences and/or relevant data. Support renewal and new sales opportunities. If appropriate, contribute to the creation of reusable customer training collateral.

About the Team
This is an open, inclusive and creative team with a passion for academic research and intellectual property, the main purpose of our team is to retain Clarivate's current business, identify and mitigate risk, and support the growth of key customers. We work proactively with customers to drive value derived from the Clarivate Academic and Government solutions by supporting their desired business outcomes. We maintain close communication and cooperation with account managers, pre-sales and product sales team. A wealth of internal and external learning resources, team building activities and a group of talented colleagues are strong motivators for each of us to keep our passion alive.

Hours of Work
Full-time work, no more than 40 hours per week, from Monday to Friday, usually 9:00 am to 6:00 pm, Beijing time. A flexible work schedule allows you a level of autonomy to create your own schedules and find a work-life balance that works for you.

This is a hybrid position working in the office up to 3 days a week.

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.

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