The Client Engagement Manager, Software is the post-implementation high touch manager for our Publisher software portfolio (Rightslink and Rightslink for Open Access). 

A successful team member will focus on strengthening client relationships and optimize the customer experience for our software clients. You are an innovative thinker with the business acumen to identify how CCC can enhance our customers’ business through our software offerings. Your work may include quarterly or semi-annual account reviews including product roadmap updates and participation in client roundtables. You will support Product and Engineering with recommendations and prioritization of features to ensure client needs are well understood and represented. 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, 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

Additional Responsibilities

• Maximize account growth by identifying new revenue sources and then by promoting products and services.
• Analyze and document business problems from the customer perspective, identifies trends and recommend solutions based on the product configuration capabilities.
• Escalation point for software related issues after a customer is in production.
• 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.
• Act as customer advocates to ensure that all departments understand customers’ needs and requirements.
• Conduct, support and assist with account reviews for workflow and order analysis, statistics and/or metrics, contract updates, new product discussions, product roadmap updates, and other training and documentation updates.
• Conduct training with clients to ensure user adoption and maximized utilization of the supported products.
• Pass feedback to CCC Product Development Team in support of solution enhancements.
• Maintain on-going support expertise of licenses and software products. 

Competencies:

• Nimble learner – readily learns and adopts new technologies; is resourceful and curious
• Is proactive and solution driven
• Works cooperatively with others across the organization to align and achieve shared objectives.
• Asks the right questions to accurately analyze situations
• Consistently demonstrates innovation and sound judgment when making decisions.
• Demonstrates self-awareness

Requirements:

• Bachelors degree highly desired
• 5+ years client management experience
• Exceptional communication and interpersonal skills
• In-depth sales, business and product acumen/orientation, tech savvy
• Aptitude for exploring and learning new technology independently and ability to simplify for the client and team
• Excellent meeting-management skills
• Travel to up 10%