Product Specialist

Clarivate is seeking a dynamic Product Specialist, Customer Care to join our global Customer Care team supporting our Life Sciences and Healthcare products. Ensuring customer satisfaction is maintained at a high level will involve ensuring that customer issues are resolved in a timely and efficient manner. Utilizing 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 AND/OR equivalent work experience in Life Sciences and/or Healthcare areas
• 5+ year(s) of Customer Care, Customer Service, Technical Support, Product Management, Customer Success or Account Management Experience within the life sciences and healthcare industries
• Stakeholder management experience
• Working knowledge of Microsoft Office: Outlook, Word and Excel

It would be great if you also had...

• Experience in training and mentoring others
• Ability to work through customer conflict and provide resolution using provided guidelines and judgment
• Ability to be adapt to accommodate customer and business needs
• Ability to establish priorities, manage work independently, and meet deadlines
• Should have strong analytical and decision-making skills
• Proven track record in leading projects and collaborating cross functionally
• Working knowledge of a large-scale CRM, such as SalesForce, is a major plus

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

• Active involvement in the management of 'at risk' customers and may act as an internal and/or external point of contact for high value customer escalations
• Actively participates in product discussions, working closely to optimize the customer experience and as needed to develop support and implementation procedures for new products and releases.
• Acts as a voice of the customer and report customer feedback to contribute to organizational learning. Ensures the best practices related to product topics learnt from the customer feedback are coordinated and followed-up across the organization and with the customer.
• Acts as direct escalation & consultation resource point to Product Specialists and Customer Care Advisors, supporting them with peer reviews, effective coaching and mentorship for non-standard customer queries
• Leads knowledge management activities which may include the activities related to the creation and ownership of the knowledge base
• Proactive in identifying and implementing any potential operational improvement opportunities and coverage gaps and sharing updates to the support Team/other Stakeholders.

About the Team

Our Product Specialist, Customer Care team sits within the larger Customer Experience and Data Science organization. Our team is comprised of global colleagues based in the US, Europe and Asia and we maintain a dynamic team culture focusing on collaboration and mutual support.

Hours of Work

This is an hourly hybrid position based out of one of our Clarivate US office locations with the expectation of being in the office 2-3 days per week.

Ability to be flexible with working hours across regions and time zones worldwide.

#CB

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