Customer Success Manager

Posted 2024-11-07

View full description

💎 Seniority level: Manager, At least 5 years

📍 Location: Italy

🔍 Industry: Academic and Government solutions

🏢 Company: Clarivate_Careers

🗣️ Languages: Italian, English

⏳ Experience: At least 5 years

🪄 Skills: LeadershipProduct ManagementSalesforceProject CoordinationCross-functional Team LeadershipCommunication SkillsAnalytical SkillsCollaboration

Requirements:

Bachelor’s degree in Library Information Science or related fields.
At least 5 years of experience in a customer-facing role such as Customer Success, Account Management, or similar.
Previous experience with library software solutions from Ex Libris, such as Alma, PrimoVE, or Leganto.
A background in academic libraries, government, or higher education strongly preferred.
Fluency in both Italian and English is required.
Master's degree and experience using a Customer Success software platform (Salesforce.com, Gainsight, etc.) preferred.

Responsibilities:

Become a trusted advocate/advisor to customers: gain insight, offer recommendations, and provide the support needed to attain stated outcomes.
Deliver an exceptional customer experience: ensure customers are deriving value from Ex Libris products and services; work with colleagues across the organization to ensure swift issue resolution.
Oversee customer training & implement customer adoption strategies to maximize usage, satisfaction, and ROI.
Drive growth: secure the existing business and identify expansion opportunities across the range of products and services offered.
Provide high-level governance and operational oversight: establish and maintain effective internal working relationships by coordinating with various teams.
Deliver regular business reviews: coordinate and deliver reviews of progress against documented goals to key customer contacts.
Support the Customer Success mission: assist leadership by identifying, leading, and reporting on key initiatives.
Partner and Mentor: support goal of a best-in-class team by sharing knowledge and providing input on improvements.

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Customer Success Manager

Requirements:

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