Customer Success Manager

Wolters Kluwer is a global leader in professional information services that combines deep domain knowledge with specialized technology. The Customer Success Manager will independently manage specialized tasks to ensure quality customer outcomes, refine customer success processes, and manage high-impact customer relationships to improve customer satisfaction and engagement.

Responsibilities:

• Independently manage specialized customer onboarding tasks
• Handle critical and complex customer inquiries and escalations
• Develop and implement detailed customer success strategies
• Conduct tailored, high-level training sessions for key customers
• Monitor and ensure the alignment of customer goals with product usage
• Create and present comprehensive reports on customer success metrics
• Drive process improvements based on customer data and feedback
• Collaborate with cross-functional teams to enhance the customer experience
• Maintain and grow high-impact customer relationships
• Ensure consistent quality in all customer interactions and deliverables

Requirements:

• 3 years' experience working with TeamMate technology
• Bachelor's degree or equivalent related work experience
• Exceptional Communication: Highly effective communicator with all stakeholder levels
• Strategic Problem Solving: Ability to resolve complex customer challenges
• Proactive Customer Engagement: Anticipate and address customer needs proactively
• Comprehensive Product Knowledge: Mastery of product and service offerings
• Process Improvement: Skills to drive and manage process enhancements
• Project Management: Proficient in managing and leading impactful projects
• Analytical Insight: Deep ability to interpret and act on customer data
• Customer Relationship Management: Expertise in nurturing and expanding customer relationships
• Articulate the value propositions of complex software solutions in internal and client-facing settings
• Communicate effectively in both face-to-face and virtual environments with internal and external customers
• Stay organized and manage multiple priorities at once