Clarivate is looking for a Senior Manager of Technical Solution to join the new Technical Solution team which is part of the Customer Success organization, responsible for developing and implementing Pre-Sales and educational programs and content designed to help our customers understand and unlock faster the complete value of our product as part a holistic approach to Customer Success. In this role, you will be managing the performance and effectiveness of a team of customer-facing specialists ... more details
Clarivate is looking for a Senior Manager of Technical Solution to join the new Technical Solution team which is part of the Customer Success organization, responsible for developing and implementing Pre-Sales and educational programs and content designed to help our customers understand and unlock faster the complete value of our product as part a holistic approach to Customer Success. In this role, you will be managing the performance and effectiveness of a team of customer-facing specialists to demonstrate the value of our solutions, drive customer delight and boost retention. This is a strategic role, responsible for overseeing patent and brand software products for Pre-Sales and Customer Education for the Americas region that’ll work closely alongside key stakeholders across sales, customer success (including support and care), marketing, and product management of the IP group.? This role reports to the Director of Customer Education.
About You - Experience, Education, Skills, and Accomplishments
Bachelor's degree in a related field or equivalent relevant work experience
2+ years of experience in a management or leadership role, building and managing highly effective teams across different countries and cultures
10+ years of experience in a customer-facing role, Pre-Sales, customer enablement, or customer education
It would be great if you also had...
Strong understanding of Clarivate’s patents (PISA) and brand products and services offering
Experience developing and implementing effective Pre-Sales, onboarding, or customer education programs
Strong organizational skills and the ability to manage multiple projects simultaneously
Proven track record of cross-functional collaboration?
Adaptability in a dynamic, fast-paced environment, with the ability to drive change and innovation
Knowledge of customer success principles and how education impacts customer retention and product adoption?
Strong analytical background to track engagement and effectiveness of customer engagements
What will you be doing in this role?
Provides guidance and supervision to team, including assistance with prioritizing work, onboarding new employees, and skills coaching.
Maintains high degree of knowledge of products of the patent (PISA) and brand family andrepresentsPre-Sales and customer training needs in cross-functional meetings and projects.
Champions a holistic approach to the customer journey – from deep discovery, value proposition, onboarding, and retaining customers.
Supports and influences a scalable customer Pre-Sales and education program in the Americas Region that maximizes value proposition and minimized time to first value, respectively.
Supports a metrics-driven reporting system to communicate the impact of customer interactions to internal stakeholders across the company.?
Ability to take on team projects while coaching and influencing peers to accomplish project objectives and deliverables on time.
Partners with product and engineering teams to provide customer feedback and insights that contribute to product enhancements and innovation.
Establish strong relationships with customers, acting as a strategic advisor to understand their unique needs and challenges, and proactively identifying opportunities to drive value.
Work with cross-functional teams such as Sales, Sales Enablement, and Product management to enable scalable, digital customer advisory using in-app messaging and digital content technology
Hours of Work
Full time, regular business hours
This is a hybrid role working 2-3 days a week in office any of our US-based Clarivate offices (Ann Arbor, Alexandria, Kansas City, Philadelphia, or Tempe)
Ability to travel to client sites or company meetings occasionally
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Clarivate is an Equal Opportunity Employer Vets/Minorities/Women/Disabled
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