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Head of (Sr. Director) Software Product Customer Support Team (SAAS)

Company: Clarivate Analytics US LLC
Location: Chandler
Posted on: May 16, 2020

Job Description:

Clarivate Analytics is a global leader in providing trusted insights and analytics to accelerate the pace of innovation. We deliver critical data, information, workflow solutions, and deep domain expertise to innovators worldwide.

Our solutions cover the entire lifecycle of innovation: scientific and academic research; patent analytics and regulatory standards; pharmaceutical and biotech intelligence; trademark, domain and brand protection. Our portfolio consists of some of the world s most trusted brands, including Web of Science, Derwent, CompuMark, Cortellis, MarkMonitor, and Techstreet.

We employ more than 4,300 colleagues in 43 countries.

Clarivate Analytics is a public company. We are listed on the New York Stock Exchange under the tickers NYSE:CCC; CCC.WS.

At Clarivate, we believe human ingenuity can transform the world and improve our future. That s why we harness our global reach, curate our content, and invest in best-in-class technology and people.

Join the team that is improving the way the world creates, protects, and advances innovation.

The Head of (Sr. Director) of Software Product Customer Support Team (SAAS) North America is a new role in the Global Customer Service organization. The Global Customer Service team consists of over 200 people in the US, Europe, India and APAC supporting the Science and Intellectual Property businesses. We are a dynamic, team-oriented group in transformation-mode, with a goal to quickly and dramatically improve our customers experience.

The candidate will be the senior Customer Service SAAS team leader in the US (Chandler, Arizona) leading 1 of our 3 Global Business Centre (GBCs) and will be responsible for standing-up and managing a newly combined customer service team. He/she/they will report directly to the VP of Customer Experience, and work in unison with the Heads for GBCs Global Business Centers) in Europe and APAC. He/she/they will have the added responsibility of being the local point-person in North America for other Commercial Performance and Operations activities underway to establish the Chandler GBC, which includes assisting with the ramp-up of the US-based Inside Sales team.

The candidate will be instrumental in assembling a highly-skilled SAAS team of service professionals in North America through a combination of relocating existing team members from other US offices and hiring new employees. We will review, standardize, create and/or update current workflows to be more effective and efficient, dramatically improve our service standards and capabilities for our North American clients, improve both our Tier 1 (frontlline) and Tier 2 (Product Specialist) reactive and proactive support, and a follow best practices to delight customers at every interaction.

The Head of (Sr. Director) of Software Product and Customer Support team (SAAS) North America will initially manage a group of six (6) people. He/she/they will collaborate within our team and also engage directly with our key stakeholders: various business unit leaders and leadership team members, Sales and Account Management, Global Sales Operations, Business Intelligence, Marketing, Product Management, Technology and Finance (Entitlements, Order Management, Billing Cash Applications etc.).


* Helping to build a world-class customer service software team (SAAS) organization for Clarivate globally and specifically in our North America GBC.

* Being an inspirational leader with a passion for service excellence and customer experience who can help us create a new culture. Must be a change-agent with a can-do spirit

* Unifying several previously independent teams throughout the US and Canada into one cohesive North American Customer Service team of Tier 1 and Tier 2 support.

* Helping shape and execute updated workflows, processes, procedures and overall efficiency improvements, plus customer service best practices

* Executing a plan to relocate roles to the GBC over a period of time

* Helping to hire and retain great talent

* Sharing monthly Customer Service reports/metrics/analytics with the IP Group and in general on all Customer Service activities in North America (Science and IP)

* Upholding Service Level Agreements (SLAs) we set with the business on our team s performance, and establishing and tracking internal SLAs our stakeholders have with us

* Being a partner to the North American Sales, Account Management and Inside Sales teams

* Some global travel


* 10+ years leading/managing in a customer service or operations organization

* BA required, MBA preferred

* Business to business (B2B) customer service management experience within a technical vertical preferred

* Software technical knowledge preferred (SAAS)

* Proven leader who can help articulate Clarivate s Customer Service and client experience improvement strategy to the throughout Europe and the entire company through regular reporting, metrics, analytics and presentations

* Track record of high performance delivery: successful experience in leading complex, results-oriented teams with a sense of urgency and commitment to quality

* Demonstrated ability to work collaboratively across different functional areas (e.g., product, service, pricing, marketing, etc.), in a matrixed organization while ensuring that desired outcomes are achieved

* Exceptional leadership skills with the ability to motivate others to perform and achieve results within a diverse team

* Exceptional interpersonal and problem-solving skills

* Exceptional presentations and communication skills to both front line teams and senior Clarivate leadership and business teams

* Advanced analytic, written, digital and verbal communication skills

* An ability to manage the financial objectives and ensure full productivity of resources

* A strong mentor who pays personal attention to the growth and development of others, and provides ongoing and constructive feedback while creating developmental opportunities

* Able to work on a global scale with an appreciation for a variety of cultures and a general understanding of how business is conducted in key locations throughout the world

* A unifying team player and collaborator

* Ability to think strategically and lead through change

It is the policy of Clarivate to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, pregnancy, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, Clarivate will provide reasonable accommodations for qualified individuals with disabilities.

Keywords: Clarivate Analytics US LLC, Chandler , Head of (Sr. Director) Software Product Customer Support Team (SAAS), IT / Software / Systems , Chandler, Arizona

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