We’re looking for a Belgrade-based Customer Success Manager (Turkish-speaking) to join our EMEA Customer Success team. CSM partners with customers in their assigned book of business to ensure retention, identify and mitigate risks, and support organic growth. By leveraging industry and product knowledge, along with business insights, the CSM communicates effectively and develops trusted relationships with customers. This role is pivotal in ensuring customer satisfaction and loyalty, which in turn drives revenue and ensures retention. The role reports to the Manager, Customer Success, based in Spain.
About You – experience, education, skills, and accomplishments
Bachelor’s degree in Library Information Science or related fields.
5+ years of experience providing Customer Success, online training and/or customer support in a similar information services or SaaS organizations that sell to the academic library market.
Proficient level of Turkish & English language.
It would be great if you also have . . .
Knowledge of other Eastern European Languages
Previous experience in a library operations or customer facing role.
Knowledge of library systems and functions, including new technologies.
Experience with MS Office (Excel, Word, and PowerPoint).
Prior experience teaching or training others, especially in a technical context.
Experience using academic search engines and integrated library systems and discovery workflows.
What will you be doing in this role?
Establish and maintain strong, long-term relationships with customer stakeholders; proactively engage with customers to ensure their ongoing satisfaction loyalty, and trust; gather and analyze customer feedback to inform customer success plans, improve product and service delivery.
Identify potential risks and implement strategies to mitigate them; work closely with internal teams to align efforts and deliver a cohesive customer experience.
Uncover growth opportunities by identifying alignment between customer needs and product offerings; maintain a high degree of knowledge of the products assigned and enthusiastically seek to learn new products, functionality and expand your service offerings.
Design, develop and maintain customer education materials and platforms, and employ a high degree of instruction design competency and expertise to develop customer education materials and assets.
Deliver presentations at conferences and other events as requested.
About the Team
The Content Customer Success EMEA team, for Academia and Government is a team of 11 located all over Europe and the Middle East. Most of us are librarians or have a good library industry experience and great knowledge on Clarivate products. We work closely together with customers, especially universities and research institutes and other internal colleagues in the region. We are part of the Global Customer Success team, supporting academic customers around the world.
Hours of Work
This is a permanent full-time position. The working hours would be standard EMEA working hours.
This is a hybrid position; you will be expected to work from our Belgrade office 3 days every other week.
Occasional travel is required.
#LI-Hybrid
We Offer:
Holidays: 25 days paid leave per annum
Private Health Insurance
Paid Lunch
Monthly Bonus
Yearly Merit Plan
My Learning Platform
Fit Pass
Life Insurance
Accident Insurance
Company bicycles for rent free of charge
Only shortlisted candidates will be contacted.
At Clarivate, we are committed to providing equal employment opportunities for all qualified persons with respect to hiring, compensation, promotion, training, and other terms, conditions, and privileges of employment. We comply with applicable laws and regulations governing non-discrimination in all locations.
