Customer Success Associate
hace 5 meses
We are looking for a _Customer Success Associate_ join our global Customer Education team The main purpose of the Customer Success Associate is to manage an assigned territory and book of business associated with Academic & Government Information Solutions and eBooks Customer Success Team.
In this role you will provide education materials and services, identify and mitigate risk, drive product adoption and usage, and support the overall growth and retention of our customers. If this sounds like an opportunity you are interested in, then we would love to talk to you
About You - experience, education, skills, and accomplishments.- Bachelor’s degree in Library Information Science or related fields.- At least 2 years of experience providing online training and/or customer support in a similar information services or SaaS organizations that sell to the academic library market.- Fluency in Spanish, Catalan and English.
It would be great if you also had...- Fluency in Portuguese.- Previous experience in a library operations or customer facing role.- Knowledge of library systems and functions, including new technologies.- Experience with MS Office (Excel, Word, and PowerPoint).- Prior experience teaching or training others, especially in a technical context.- Experience using academic search engines and integrated library systems and discovery workflows.
What will you be doing in this role?- Build customer loyalty through understanding customers’ needs and maintaining relationships.- Monitor customer satisfaction and provide solutions to customer problems and challenges.- Prioritize customer education and consultation activities, identifying the most effective and efficient delivery approach.- Own and manage education and customer success consultation services across a regional customer base/book of business.- Communicate and collaborate to develop cross-functional partnerships within the business that guide customer engagement and success strategies.- Maintain knowledge of Information Solutions and eBook products and enthusiastically seek to learn new products and functionality.- Design, develop and maintain customer education materials utilizing instruction design competency and expertise.- Attend and participate in technical product meetings and discussions as required.- Deliver presentations at conferences and other events as requested.
About the Team
The role reports to the Manager, Customer Success, based in Spain.
The Customer Success EMEA for Academic and Government is a team of 11 located all over Europe and the Middle East. Most of us are librarians or have a good library industry experience and great knowledge on Clarivate products. We work closely together with customers, especially universities and research institutes and other internal colleagues in the region. We are part of the Global Customer Success team, supporting academic customers around the world.
Hours of Work
This is a full-time permanent position based in Barcelona, Spain and will require hybrid working in our Barcelona office (2 days per week in office, rest of week remote).
This position requires weekday (Monday - Friday) attendance with some scheduling flexibility available around core working hours.
This position will require approximately 10% travel.
LI-Hybrid, #LI-Onsite
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.
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