Senior Customer Success Manager

Position Summary:

The Customer Success IP sales team ensures that our IP customers have positive, differentiated experiences across all our products and services, resulting in increased customer retention, upsell opportunities and partnership as a preferred vendor. The Sr. Customer Success Manager ensures that assigned EMEA patent offices and selected government customers realize the full value of CAS solutions. This role identifies opportunities for growth by building deeper and wider relationships.

Position Accountabilities

• Account Management: Oversee all aspects of assigned accounts, including relationship management, cross-selling, upselling, retention, conflict resolution, and client satisfaction.
• Revenue Growth: Increase Annual Contract Value (ACV) for all CAS solutions within assigned Patent Office and selected government accounts by developing deeper and wider relationships with key decision-makers and influencers, leading to new service opportunities.
• Strategic Alignment: Identify areas where CAS can best align with clients' needs and strategic direction to proactively capture future growth opportunities.
• Strategic Planning: Develop unique strategies for each assigned account and create plans to execute these strategies, understanding customer needs and challenges, and promoting CAS capabilities and expertise to address those needs.
• Sales Process: Follow a well-defined sales process, keeping the CRM tool up-to-date and reflective of opportunity status.
• Client Engagement: Conduct sales calls to meet face-to-face with key decision-makers, uncover unmet needs, identify growth opportunities, and align with clients' strategic objectives.
• Problem Solving: Effectively identify, communicate, and resolve customer problems, issues, and opportunities.
• Metrics Ownership: Own key metrics such as total bookings, upsell, cross-sell, retention, customer satisfaction, and NPS scores among assigned accounts.
• Collaboration: Collaborate with peers at CAS globally, including subject matter experts, to ensure a cohesive approach for each client, building consensus internally and externally to drive exceptional customer engagement and satisfaction.
• Pipeline Management: Manage pipeline, forecast, and deal desk calls to develop strategies and align resources to increase incremental business.
• Relationship Building: Manage key relationships across the entire business decision team and user groups at the account, building partnerships and ensuring advocacy and trust. Cultivate relationships with the most senior buyers in the client organization to build consensus across the buying decision team, improving CAS success rates.
• Book of Business: Manage an assigned book of business, expanding and solidifying relationships with existing clients through sales and support visits, calls, emails, and presentations, to create, advance, and closing revenue opportunities within the assigned territory.

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Position Qualifications

Education: Bachelor’s degree in science-related fields, business, communications, or other relevant disciplines.

Languages: Fluent in business English and at least one other European language. (Spanish, French, German, and Italian preferred).

Experience:

• 12 years’ work experience and 5-8 years of sales related experience in a variety of European countries with government organizations and/or patent offices
• 5 or more years’ experience with CRM software
• Experience in understanding client strategy, market position, budget, and goals to develop an offering that delivers long term value for the customer and the business.
• Ability to network and establish important relationships with key personas and senior management and influencers across an entire organization and deliver tailor-made value proposition.
• Proven ability to increase bookings and annual contract value in portfolio of accounts.
• Time management skills and experience in delivering a consistent experience for complex, multi-national customers.
• Experience with science related solutions and/ information/intellectual property
• Strong capacity to communicate with executives and drive alignment on common objectives.
• Strong written/verbal communication in English and 2 additional European languages preferred
• Active listening and demonstrated ability to work across a variety of audiences.
• Strong presentation skills and ability to communicate (verbal and written) and answer questions about product content and relevant information; experience with chemical information products and services preferred.
• Strong capacity to articulate industry-specific value proposition to address customer pain points.
• Experience leveraging LinkedIn and other prospecting tools.
• Demonstrated experience with virtual selling tools such as MS Teams, Zoom, Web-Ex and other comparable tools.
• 25-40% travel required

To apply for a position, please submit your cover letter and CV to careers@acs-i.org

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