Customer Success Professional

1 week ago


Bayan Lepas, Penang, Malaysia Clarivate Analytic Full time

About the Role

The Customer Success Manager plays a critical role in retaining Clarivate's existing business, mitigating risks, and driving growth of key customers. As a trusted advisor to customers, you will help them derive value from Clarivate Academic and Government solutions by supporting their desired business outcomes.

You will be responsible for building lasting relationships with customers, utilizing your industry knowledge, experience, and attention to detail to identify early indicators of account risk and proactively mitigate them. Your ability to effectively interact at all levels of an organization and secure delivery of commitments will be essential in this role.

Key Responsibilities

  • Become a trusted advocate/advisor to customers: gain insight, offer recommendations, and provide support needed to attain stated outcomes
  • Deliver exceptional customer experience: ensure customers are driving value from Clarivate products and services; work with colleagues to resolve issues quickly
  • Oversee customer training & implement adoption strategies to maximize usage, satisfaction, and ROI
  • Drive growth: secure existing business and identify expansion opportunities across Clarivate products and services
  • Provide governance and operational oversight: establish internal working relationships, coordinate with virtual matrix teams, and conduct regular reviews with stakeholders
  • Support Customer Success mission: assist leadership by identifying, leading, and reporting on key initiatives to further mission and expansion within Clarivate
  • Partner and Mentor: share knowledge, provide input to leadership on areas of improvement


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