Customer Success Manager, Regional Accounts
Clarivate™ is a global leader in providing trusted information and insights to accelerate the pace of innovation. We offer subscription and technology-based solutions coupled with deep domain expertise that cover the entire lifecycle of innovation – from foundational research and ideas to protection and commercialization.
Today, we’re setting a trail-blazing course to help customers turn bold ideas into life-changing inventions. Our portfolio consists of some of the world’s most trusted information brands, including the Web of Science™, Cortellis™, Derwent™, CompuMark™, MarkMonitor™ and Techstreet™.
We employ 5,500 colleagues in more than 40 countries.
Clarivate is a public company. We are listed on the New York Stock Exchange under the ticker NYSE:CCC.
At Clarivate, we believe human ingenuity can transform the world and improve our future. That’s why we harness our global reach, curate our content, and invest in best-in-class technology and people.
Join the team that is improving the way the world creates, protects, and advances innovation.
Decision Resources Group, part of Clarivate, is seeking a dynamic, proactive Customer Success Manager (CSM), Regional Accounts to deliver and drive value to our clients in the pharmaceutical industry. On a day to day basis, the CSM manages client engagements, and delivers the type of quality service that makes contract renewals an easy decision for the customer.
This role will involve 20-30% local travel (once office fully reopen) and the target location is Boston, MA; Philadelphia, PA; New York, NY or Parsippany, NJ.
Ensure DRG subscriptions across multiple product lines and capabilities are renewed for defined territory of strategic customers located in the North East region (~$6M of renewable business)
Hold the customer and DRG accountable to delivering against success criteria (“success plan”)
Engage across the customer’s organization at touchpoints in the customer journey to ensure time to value and identify opportunities to expand and grow business
Work cross-functionally within DRG to act as the “voice of the customer” to continuously improve DRG products and the customer experience
Ensure customer satisfaction by demonstrating customer ROI from partnership with DRG and resolve all identified customer issues
Understand usage of all products included in a customer’s subscription and drive utilization through additional trainings, workshops and campaigns
Partner with Account Manager to develop and maintain account strategy plan
2-6 years of relevant professional experience especially in customer relationship management
Excellent communication skills, both written and presentation
Proactive problem solving skills, customer-first mentality
Team player, ability to partner with colleagues across multiple functions and business units
Comfortable communicating with Senior Leadership
Knowledge of health care industry will be a plus but is not required
It is the policy of Clarivate to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, pregnancy, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, Clarivate will provide reasonable accommodations for qualified individuals with disabilities.