Caitlin Spears

Energizer
DISC Type : I

Director, Customer Care - Global Innovative Support at Clarivate

Portland, Oregon, United States

Overview

Caitlin Spears is the Director of Global Innovative Customer Support at Clarivate, where she leads customer care for library technology products. Her career is built on ensuring customers maximize value from services, backed by a Master of Library and Information Science and certifications as a Customer Success Manager.

Originally studying Biology at the University of California, Santa Cruz, Caitlin has channeled her analytical skills into the technology and information services sector. She maintains an interest in her alma mater and the broader higher education industry.

Her unique academic path combines a degree in Biology with a masters in Library and Information Science.

Personality Overview

Believer

Relationship Oriented

Imaginative

They are not always early adopters but can be pursuaded by leveraging strong relationships.  They excel at seeing the bigger picture, and the long-term impact of their decisions. They are naturally enthusiastic, so take their promise with a pinch of salt.

Topics They Care About

Customer Success
Her career progression into director-level roles and Certified Customer Success Manager (CCSM) certifications highlight her expertise in this area.
Library Technology
Holds a Master of Library and Information Science and has spent her career at library technology firms like Innovative Interfaces and Clarivate, supporting products like Sierra.
Technical Support
She is a primary contact for customer support escalations at Clarivate and actively recruits technical support analysts for her teams.

Media Appearances

Caitlin has no verified media appearances

Work History

7-2023
Director, Customer Care - Global Innovative Support at Clarivate
5-2022 - 7-2023
Director, Global Innovative Support and Success at Clarivate
7-2020 - 5-2022
Director, Customer Success at Innovative Interfaces
2-2019 - 7-2020
Director, Customer Support at Innovative Interfaces
6-2018 - 2-2019
Director, Education & Consulting Services at Innovative Interfaces

Education

2002 - 2004
MLIS from San José State University
1998 - 2000
BA Biology from University of California, Santa Cruz

More Information

Social Presence :

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Exp : 7 Location : Portland, Oregon, United States Job Level : Mid-senior Designation : Director, Customer Care - Global Innovative Support at Clarivate
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Insights For Selling To Caitlin

During A Call Or A Meeting

DO's

  • Use phrases like ‘people will love’, ‘massive impact’ etc.
  • Be friendly and entertaining in your conversation
  • Share some stories about how you you have helped people in similar positions succeed

DONT's

  • Don’t assume a yes just because they have not said no
  • Don’t be excessively objective, be a storyteller
  • Don’t push them to make a decision too fast, let them get comfortable first

When Cold Calling

When Writing An Email

While Negotiating & Closing

    The secret to closing fast with Caitlin is

  • Relationship and trust can be vital with them, sometimes more than anything else.
  • Will you ever get a clear answer from Caitlin

  • They are unlikely to say no directly, you have to make that decision yourself.

Insights For Deal Planning

    How fast (or slow) will Caitlin move?

  • They are not the fastest decision makers, their friendly approach can give false positive signals.
  • Can Caitlin take some risk or not?

  • They may take certain risks that they deem unlikely of personal repercussions.

You And Caitlin

Personality Compatibility


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