Customer Success Manager

We are looking for a Customer Success Manager join our global Customer Success team! The main purpose of the Customer Success Manager 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.
• 5-7 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 Arabic and English required.

It would be great if you also had . . .

• 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 and reduce customer cancellations by understanding customers’ needs and building relationships with key power users and stakeholders.
• Monitor customer satisfaction, anticipate risk, identify trends and provide solutions to customer problems and challenges.
• Own and manage education and customer success consultation services across a regional customer base and book of business.
• Communicate effectively and collaboratively to develop cross-functional partnerships within the business that guide customer engagement and success strategies.
• Maintain a high degree of knowledge of Information Solutions and eBook products and enthusiastically seek to learn new products, functionality and expand your service offerings.
• Design, develop and maintain customer education materials and platforms, and employ a high degree of instruction design competency and expertise to develop customer education materials and assets.
• 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 Director, Customer Success, based in Spain.

The Customer Success EMEA team, for Academia 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 Dubai, UAE and will require hybrid working in our Dubai 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 20%-30% 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.