Software Client Engagement Manager

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 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 Manager 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, 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.  

What you will be doing:

• Provide software account management support to identified account base
• Preparing and delivery customer training sessions to individual users and groups of users on the application from end-to-end. 
• Liaison for all client interaction and escalation
• Apply thought leadership and practice application for software account operations to ensure client satisfaction
• 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.
• Escalation point for Customer Service Supervisor and Project Managers for implementation and/or production issues.
• Collaborate and closely work with members of the account engagement teams on strategic and key accounts.
• 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.
• Act as customer advocates to ensure that all departments understand customers’ needs and requirements.
• Coordinate and foster communication across the network of stakeholders and teams to ensure successful client outcomes and smooth handoffs
• Maintain an in-depth knowledge of CCC products, associated technologies and services, and on-going support expertise of CCC software products
• Conduct software business review meetings presenting key metrics of client’s usage within CCC’s software products
• Partner with the implementation team on kick-off meetings and hand-off calls
• May be accountable for other results and activities as assigned.

What you will need:

• Bachelor’s Degree
• 5+ years client engagement, client success or account management experience in a SaaS or software company
• Skilled in both verbal and written communication; 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; tech savvy
• Aptitude for exploring and learning new technology independently and ability to simplify for the client
• Empathetic, positive attitude with a desire to help our clients reach their goals
• Excellent collaboration & interpersonal skills
• Solid meeting-management skills
• Travel up to 10%

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
• 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
• Acts as a customer advocate
• Is proactive and solution-driven
• Demonstrates self-awareness; possesses a strong work ethic and manages own workload autonomously
• Driven, self-motivated, enthusiastic.  

Compensation range:  $80,000 - $90,000

The actual salary offer to the successful candidate will be based on job-related education, training, licensure, certifications, related experience, and other related factors.   

Other compensation:  Annual performance bonus 

A bit about us:

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 and its subsidiary RightsDirect help organizations harness the power of data, AI, and machine learning to drive strategic decision-making, grow their businesses, and gain competitive advantage.

CCC actively advocates for copyright around the world, engaging governments, stakeholders, and individuals with educational programming and thought leadership.

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 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.