Manager, Customer Success

Information Blurb

The Manager of Customer Success drives overall customer satisfaction and retention for the Academia & Government organization for Ex Libris Library Software customers that form part of Clarivate. The Manager will lead the team of Customer Success Managers responsible for ensuring customers achieve value with their Library Software solutions in alignment with customer business objectives and desired outcomes. The Manager of Customer Success will have an authentic ability to motivate individuals to succeed and make a remarkable organizational impact.

About You- 2+ years in a leadership role in customer success or similar capacity.- Bachelors’ degree or higher in related field, such as Library Sciences, plus at least 5 years’ related experience, or equivalent combination of education and experience.- Strong managerial and leadership skills, with proven ability to hire, develop and manage people. Additionally, has experience defining and deploying standardized best practices in customer success.- Experience with customer success and/or relationship management, especially in the use of software solutions, ideally in a similar industry.

It would be great if you are...Professional experience in complex enterprise customer relationship and program management.- Excellent investigative and problem-solving skills, including the ability to analyze, compare, evaluate, reconcile and order data.- Strong interpersonal skills, with ability to professionally interact with a diverse blend of personalities and cultures to reach resolution and maintain strong relationships.- Strong communication and presentation skills to bring about change, influence others to take action, and inspire ownership.

What will you be doing in this role?- Leads the Asia Pacific Customer Success (CS) organization responsible for customer engagement and adoption across our Library Software business resulting in customer satisfaction and retention.- Drives collaboration across the Customer Success organization as well as alignment across other customer-facing functions such as sales, product, implementation, customer education, and support.- In collaboration with leadership, builds a scalable customer success program intended to ensure high levels of engagement across the customer organization to build relationships and ensure measurable value is achieved with products.- Monitors and adjusts program requirements and performance indicators based on evolving priorities in the company’s strategic direction.- Actively and consistently collaborates with cross-functional and geographically dispersed teams identifying opportunities for optimizing existing processes and procedures. To that end, actively partners with other leaders to execute product vision, retention strategies, and cross-functional initiatives as well as projects.- Proactively identifies and plans for retaining “at risk” customers and interfaces with Account Management and Renewal teams in support of customer retention and renewal success.- Hires, motivates, coaches, and develops the Customer Success Team, enhancing their collective and individual ability to serve as trusted partners to the regional sales leadership teams, product organization, and other teams as needed.- Analyzes trends in Customer Satisfaction feedback, developing clear action plans and recommendations for improving existing processes and products.- Drives customer understanding of products and initiatives to improve sales and customer retention; actively participates in market-facing and customer-facing activities and events.

About the Team

The Manager will lead the team of Customer Success Managers within APAC and be responsible for ensuring customers achieve value with their Library Software solutions in alignment with customer business objectives and desired outcomes. The Manager of Customer Success, APAC reports to the Senior Director, Customer Success based in US.

Hours of Work-
- Travel, including international travel, may be required.- This position requires weekday (Monday - Friday) attendance with some scheduling flexibility available around core working hours.- Every position requires certain physical capabilities. Clarivate seeks to make reasonable accommodations that enable individuals with disabilities to perform essential duties when possible.

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.