Customer Success Manager - Intellectual Property - German Speaking (1 Year Maternity Cover) Clarivate is seeking a dynamic Customer Success Manager (CSM) to join our esteemed global Customer Success team.
In this pivotal role, the CSM collaborates closely with our Sales, Product Management & Marketing teams.
The Customer Success Manager will be involved in ensuring Clarivate services deliver on what is promised, ensuring that customers fully utilize the services and achieve Return on Investment, as well as providing optimal customer experience.
The Customer Success Manager will have a foundational understanding of the industry and will work to gain basic product knowledge and an understanding of their assigned Customer's needs, dedicated to fostering their success and supporting their needs.
Serving as a conduit between customers and the wealth of resources and services at their disposal, the CSM enriches the customer journey, ensuring alignment with their objectives.
You will add value and build trusting, lasting relationships with our top customers by applying industry and product knowledge, relevant experience, and a deep understanding of your customer's mission and objectives.
Utilizing your strong attention to detail, you will identify early indicators of account risk and proactively mitigate and escalate to leadership when necessary.
About You – experience, education, skills, and accomplishments Bachelors' degree or higher in a related field, such as Intellectual Property or Intellectual Intelligence or other relevant fields. 3-5+ years of experience working with customer success and/or relationship management. Language requirements: German and English. It would be great if you also had… Understanding of Intellectual Property products and services. Strong communication and interpersonal skills, with the ability to professionally interact with a diverse blend of personalities and cultures to reach resolution and maintain strong relationships. Excellent investigative and problem-solving skills, including the ability to analyze, compare, evaluate, reconcile and order data. Ability to effectively interact at all levels of an organization and secure delivery of commitments. 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 create and execute a well-defined customer success and engagement plan. Ability to pick up insights within customer conversations and strategically connect them to goals, customer success criteria, products or services defined in the role. 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 defined outcomes.
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