Client Engagement Manager

September 24, 2024

Copyright Clearance Center

Cluj-Napoca

OTHER

The Software Client Engagement Manager is responsible for the ongoing engagement and enablement of our Corporate software client accounts post-implementation. This position is essential to ensure excellent client experiences with our core software and add-on products as a way to drive user adoption. A successful team member is a strong communicator and relates comfortably with people across levels, functions and cultures. You will apply sound decision-making principles, time management and organization skills as you balance multiple projects simultaneously. You will focus on strengthening client relationships and helping CCC optimize the customer experience for our software clients. Your work will include quarterly or semi-annual account reviews including product roadmap updates, and you will be tightly integrated with Business (Practice) leadership, Product and Engineering to recommend and prioritize features to ensure client needs are well understood. Working with the Senior Director of Software Client Engagement, you will ensure client retention and growth through close client engagement. This is a multidimensional role requiring a diverse skillset, including:

An analytical approach to understanding the client’s workflow and helping them exploit our software to address their business challenges
A solid understanding of project management to drive the client’s agenda and deliver results
Thorough knowledge of our software products - developed over time - including ability to demonstrate, train, and coach clients
Technical fluency to facilitate communication between the client and CCC teams
Sophisticated communication to engage clients easily and often, understanding the customer’s business needs using our software
Able to utilize superior problem-solving skills to quickly and accurately respond to a wide variety of client needs and escalations
takes a proactive approach to managing projects, staying organized while focusing on the details

What you will be doing:

Provide software account management support to identified account base
Prepare and delivery customer training sessions to individual users and groups of users on the application from end-to-end
Act as customer advocate to ensure that all departments understand customers’ needs and requirements and coordinate and foster communication across the network of stakeholders and teams to ensure successful client outcomes and smooth handoffs
Liaison for all client interaction and escalation and is the escalation point for Customer Service manager and Project Managers for implementation and/or production issues
Maximize account growth by identifying new revenue sources and then by promoting products and services
Analyze and document business problems from the customer perspective, identify trends and recommends solutions based on the product configuration capabilities
Collaborate and closely work with members of the account engagement teams on strategic and key accounts
Conduct software business review meetings presenting key metrics of client’s usage within CCC’s software products and inform the overall account plan and license renewal teams with the software considerations unique to their accounts
Monitor and assess reported customer service issues, volume trends, cancellation trends, operational issues and then consult with clients to recommend solutions for continuous process improvement and increased efficiency
Maintain an in-depth knowledge of CCC products, associated technologies and services, and on-going support expertise of CCC software products
Partner with the implementation team on kick-off meetings and hand-off calls

Requirements:

Bachelor’s Degree
5+ years client engagement, client success or account management experience in a Saa S or software company
Excellent collaboration & interpersonal skills; ability to facilitate formal presentations
A high level of accuracy and attention to detail is required; solid analytical skills
In-depth sales, business and product acumen/orientation
Aptitude for exploring and learning new technology independently and ability to simplify for the client
Demonstrated experience acting as a customer advocate helping clients reach their goals
Strong meeting-management skills

A pioneer in voluntary collective licensing, CCC is a leading information solutions provider to organizations around the world. CCC works to advance copyright, accelerate knowledge, and power innovation. CCC helps organizations harness the power of data, AI, and machine learning to drive strategic decision-making, grow their businesses, and gain competitive advantage.
CCC is more than a company, it’s a community. Our smart, talented, and compassionate team members make CCC a special place to work. We invest significantly in their development and well-being to give them the resources they need to grow.
CCC is committed to a diverse, inclusive, equitable, and vibrant ecosystem that cultivates opportunity for our team and attracts talented people. We are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and teammates.
If you need accommodation for any part of the employment process because of disability, please email our HR Department and let us know the nature of your request.

We regret to inform you that this job opportunity is no longer available