Senior Major & Strategic Account Manager - Customer Success Advisor

Wolters Kluwer is seeking a Senior Major & Strategic Account Manager - Customer Success Advisor to build and maintain strategic relationships with assigned accounts. This role involves providing technical insights and strategic vision to ensure customer success and system adoption in complex industries.

Responsibilities:

• Provide advice and guidance as the Enablon subject matter expert to ensure successful ongoing usage and adoption of the Enablon platform
• Provide technical acumen to fluently discuss product, subject matter domain, best practices, and strategies to achieve results
• Function as a frontline technical resource for Enterprise Account Managers and formal/informal customer questions
• Develop key relationships in an account to diversify client contact touch points and interaction frequency
• Engaging with customer support and product management as a customer advocate to ensure speedy resolution of customer issues
• Act as a domain SME, product SME, and customer advocate to achieve quick customer issue resolution
• Serve as the account first line of defense to mitigate issues and prevent troubled customer situations from arising, raising company awareness immediately to avoid deterioration of the account relationship, user satisfaction, or sales opportunities
• Lead coordination efforts between clients and internal teams to ensure seamless service delivery
• Regularly assess customer satisfaction and implement improvements

Requirements:

• Experience within the EHS industry required
• Proficiency in nurturing and maintaining deep client relationships, customer advocacy, and engagement within post-sales or professional service environments
• Ability to perform comprehensive data analysis
• Expertise in delivering persuasive presentations
• Skill in facilitating collaboration across multiple teams in a matrixed environment
• Deep understanding of sales methodologies and practices
• Proficiency in addressing and resolving intricate client issues while providing consistent and high levels of customer satisfaction and retention
• 10-40% percent travel required depending on quarterly cycles & customer needs