Job Description

• Identify customers who, through escalations, At Risk Register (ARR), or a high volume of tickets, are candidates for focused Incident Management attention; 
• Initiate contact with Customer and coordinate a regular communication plan, ticket update cadence, and negotiate closure of Incident Management process 
• Provide increased visibility and responsiveness through a coordinated debrief of incident queue and progress with internal Clarivate teams including Sales, CSM, Software Support, Professional Services,Technical Support, Product Managers, and CloudOps 
• Build and foster customer and internal relationships with Professional Services, Sales, and other groups to help drive company goals through consistent and accurate messaging via phone, email, MS Teams,  and other channels 
• Develop a full understanding of service capabilities 
• Maintain detailed call records for all internal and external customer interactions.  
• Strive to meet all performance metrics for Software Support delivery 
• Act upon and report customer feedback to contribute to organizational learning and ensure best practice is coordinated across the organization 
• Proactive in identifying any potential improvements to Software Support, identifying any capability gaps and flagging to the Head of Software Support 
• Act as the ‘face’ of Clarivate and demonstrate our company values at all times 
• Other duties as assigned  

Job Requirements

1. Undergraduate degree from an accredited college/university required, science degree required 
2. Previous long-standing business-to-business customer facing experience and strong customer orientation 
3. Project Management and Incident Management experience 
4. Consistent, positive attitude and deep customer service orientation 
5. Interpersonal skills: capable of developing and maintaining positive customer and business relationships, and manage demanding customers 
6. Demonstrated attention to detail 
7. Ability to work well under pressure 
8. Basic analytical and problem-solving skills 
9. Strong and effective communication skills: able to communicate clearly and concisely 
10. Competent in MS Office 365, in particular Excel, Word, PowerPoint, MS Teams, Outlook etc. 
11. Capability to develop a basic knowledge of Clarivate’s products and services 
12. Languages: Excellent English verbal and written communication skills are crucial English, 
13. Desire to remain in and grow an exciting career within a dynamic, innovative company 

Company Benefits

Additional Info