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Manager, Customer Care



Customer Service
Multiple locations
Posted on Tuesday, November 14, 2023

Clarivate is seeking to hire an experienced Manager, Customer Care to join our global Customer Care team. In this role, you will ensure customer satisfaction is maintained at a high level by resolving customer issues a timely and efficient manner while leading a dedicated team of Customer Care Advisors. Utilizing your strong analytical and problem-solving skills, you will develop and implement customer care strategies to enhance customer retention and loyalty.

About You – experience, education, skills, and accomplishments...

  • Bachelor's degree from an accredited college or university and/or equivalent work experience
  • 1+ year(s) of previous experience in people management
  • 4+ years of previous customer service experience within a business-to-business and/or business-to-customer setting required

It would be great if you also had…

  • Knowledge of Clarivate’s products, and services and detailed understanding of high-profile customers and/or different customer personas
  • Experience in stakeholder management
  • Working knowledge of Microsoft Office, particularly Outlook, Word and Excel

What will you be doing in this role?...

  • Manage and organize internal training programs for the team in alignment with the internal training team guidelines to ensure we are developing confident and motivated staff and customers receive a consistently high-quality service
  • Accountable for achieving high customer satisfaction measured through specific KPIs by proactively monitoring and owning potential improvement opportunities
  • Act as a point of contact for internal and external stakeholders
  • Act as a voice of the customer and report customer feedback to contribute to organizational learning and ensure best practice is coordinated across the organization
  • Actively liaise with product/service experts to facilitate improvement initiatives and the implementation of the those initiatives within support teams
  • Actively participates in product/service discussions, working closely with other departments to optimize the customer experience and make sure adequate support is implemented for products/services and releases.
  • Adapt plans and priorities and optimize workforce to ensure all customer inquiries are answered timely within established service levels and with high quality
  • Assist team members with additional workloads as deemed necessary by business/customer needs
  • Create and maintain a high-quality work environment so team members are motivated to perform to their highest level
  • Create and present to the Senior Leadership team the performance results
  • Demonstrate Clarivate’s company values at all times
  • Develop customer expert knowledge, a basic understanding of user personas, and Clarivate Family products and service offerings
  • Display a team-player attitude both within the Customer Care department and when communicating and collaborating with other key departments to foster internal relationships with other teams and help drive company goals.
  • Ensure compliance with department and legal procedures and take immediate and appropriate action when needed
  • Participate in organizing customer meetings for regular reviews with high-profile customers if needed
  • Perform root cause analysis and lead action plans to improve operational efficiency and customer experience
  • Prioritize and schedule work, help in hiring efforts, work on people development, participate in Peer Review and Quality Monitoring evaluation for the team
  • Responsible for leading the support team and ensure that the team provides professional, efficient, high-quality service to our customers on a day-to-day basis
  • Responsible for the engagement and retention of great talent
  • Solicits varying types of customer feedback to understand the drivers of customer satisfaction / dissatisfaction, and works with stakeholders to make sure that the mitigation plans / improvement initiatives are in place and carried out
  • Strive to meet all team performance metrics and ensure each team member is contributing to and achieving their personal, professional and company goals
  • Suggest strategies for creating a positive service experience for customers
  • Support new product & process developments from other areas of the business to ensure customer experience is considered and appropriately prioritized within these projects

About the Team

Our team consists of 700+ individuals located across the globe. Our primary focus is to ensure our customers receive a best-in-class service experience using our products. We achieve this through our focus on proactive/preventative measurements, attention to detail, goal setting and clear communication.

Hours of Work

This is a full-time position, primarily working core business hours in your time zone, with flexibility to adjust to various global time zones as needed.

This is a hybrid position working in the Alexandria, VA office 2-3 days a week.


Clarivate is an Equal Opportunity Employer Vets/Minorities/Women/Disabled