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Client Engagement Manager
Copyright Clearance Center
Danvers, MA, USA
Posted on Saturday, July 20, 2024
The Client Engagement Manager is the account relationship manager for corporate clients. You are responsible for maintaining and expanding relationships at a wide variety of levels within clients while at the same time seeking out and developing new growth opportunities to be closed in collaboration with our new sales department.
In this role the CEM ensures client satisfaction resulting in high client loyalty and maximized penetration and utilization of CCC products in the assigned group of clients. Client retention and overall revenue growth through close client engagement are critical KPI’s.
The selected candidate may work hybrid if local to Danvers, MA, or may work remote, ideally residing in the eastern time zone. You must be able to work and attend meetings in Eastern work hours.
What you'll be doing:
- Act as a strong high touch resource to client driven through comprehensive understanding of client and CCC products.
- Develop and execute win/win negotiation strategies for contract renewals that maximize contract value while protecting and enhancing the customer relationship and securing the renewal.
- Maximize account growth by identifying new revenue sources and by promoting products and services.
- Analyze and documents business problems from the customer perspective, identifies trends and recommends solutions based on the products.
- Escalation point for handling difficult client issues, high severity requests, or issue escalations.
- Act as customer advocates to ensure that all departments understand customers’ needs and requirements.
- Conduct occasional training with client staff to ensure proper utilization of the licenses and supported products.
- Pass feedback to CCC Product Development Team in support of solution enhancements.
- Maintain on-going support expertise of products.
What you'll need:
- Bachelor’s degree, preferred
- 2-5 years related client account management and client retention experience a must.
- SaaS software product acumen/orientation, tech savvy
- Demonstrated ability to enhance relationships, develop new internal contacts
- Demonstrated business development capabilities and ability to mine accounts to find upsell opportunities
- Ability to consistently demonstrate innovation and sound judgment when making decisions
- Exceptional interpersonal skills
- Excellent verbal and written communication skills, comfortable delivering formal presentations
- Solid analytical skills
- Excellent meeting-management skills
- Proactive and solution driven
- Travel approximately 20%
Success Competencies:
- Is a strong communicator - relates comfortably with people across levels, functions and cultures
- Is a nimble learner – readily learns and adopts new technologies; is resourceful and curious
- Possesses aptitude for exploring and learning new technology independently and ability to simplify for the client and team Uses knowledge of customer needs, business insights and strategies to guide actions
- Considers all relevant factors and uses appropriate decision-making criteria and principles
- Is highly organized and comfortable managing multiple projects simultaneously, demonstrating excellent time management skills with attention to details
- Demonstrates self-awareness; possesses a strong work ethic and manages own workload autonomously
- Driven, self-motivated, enthusiastic.
About us:
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.
A pioneer in voluntary collective licensing, CCC is a leading information solutions provider to organizations around the world. With deep domain expertise in copyright, technology, content, PIDs, FAIR data principles, metadata, and more, CCC works to advance copyright, accelerate knowledge, and power innovation.
CCC actively advocates for copyright around the world, engaging governments, stakeholders, and individuals with educational programming and thought leadership.
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 without regard to race, color, religion, sex, pregnancy, national origin, age, physical and/or mental disability, marital status, sexual orientation, gender identity, gender expression, genetic information (including characteristics and testing), military and/or veteran status, and any other characteristic protected by applicable law. CCC understands that diversity and inclusion among our teammates is critical to our success as a global company.
If you need accommodation for any part of the employment process because of disability, please phone Human Resources in USA at t +1 978 750 8400 or outside US at +34 653311670 to let us know the nature of your request.