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Step up as a Manager, Customer Success , where you will manage a team and oversee a department dedicated to maintaining and enhancing customer satisfaction throughout the post-sales lifecycle. Your role will involve building strong customer relationships, promoting product adoption, and driving customer loyalty through strategic initiatives.

In this role, you will report to the Director, Customer Success, and work a hybrid schedule (two days in office and three days from your remote home office).

Responsibilities:

• Manage a team of Customer Success professionals, ensuring their daily activities align with departmental goals.

• Oversee the customer onboarding process, enhancing the overall experience.

• Analyze customer performance data to identify improvement areas.

• Develop and execute strategies to improve customer engagement and product usage.

• Handle escalated customer issues, providing resolutions and feedback.

• Coordinate with training resources to facilitate customer training sessions.

• Implement and track success metrics to ensure customer satisfaction.

• Foster long-term customer relationships through regular interactions.

• Manage renewal processes to ensure customer retention.

• Collaborate with sales and support teams to design and implement new service initiatives.

Working within a supportive team, the candidate will take full ownership of a range of issues and manage these through to resolution.

• Daily activities require liaising with other departments and fully diagnosing problems that have been submitted directly by end users and administrators, and/or escalated from our CS teams Support the development and implementation of global tools, processes, and best-practices to enable the growth and continued improvement of the Customer Success team

• Drive high overall customer NPS rates; closely partner with your Customer Success team members to deliver value and consistently exceed client expectations

• Monitor overall post-sales relationship with team’s assigned accounts. Ensure that all customer’s needs are being met and that customer health is being appropriately measured and tracked

• In collaboration with key stakeholders, the role is responsible for ensuring accurate and consistent experiences throughout the lifecycle of the customer.

• Support team’s post-sales customer lifecycle activities including training, professional services, technical support, renewals, expansion, and advocacy.

• Direct growth plan development at named accounts to increase adoption/utilization of existing offerings and demand/consumption of new offerings.

• Partner closely with CCH Tagetik NA Sales Teams, Service, and Pre-Sales to develop strategic, collaborative relationships with customers and navigate complex customer dynamics

• Manage strategy and operational elements of the Customer Success team, including resource allocation, forecasting, customer health management, and other team initiatives

• Collaborate cross-functionally and work closely with leaders from internal teams on Product Management, Marketing, Operations, Sales, to act as the voice of the customer and enhance ongoing product development efforts

• Collaborate with local teams and renewal team to minimize churn

Skills:

• Leadership: Proven ability to manage and lead teams effectively.

• Analytical Skills: Ability to analyze data and derive actionable insights.

• Strategic Thinking: Capacity to develop and implement effective customer success strategies.

• Communication: Proficient in presenting ideas clearly and concisely.

• Customer Advocacy: Strong focus on customer needs and enhancing customer satisfaction.

• Project Coordination: Skills in coordinating multiple tasks and projects simultaneously.

• Relationship Building: Proficiency in building and maintaining strong client relationships.

• Technical Proficiency: Familiarity with customer success tools and platforms.

#LI-Hybrid

Benefits:

A comprehensive benefits package that begins your first day of employment. Additional Information: Wolters Kluwer offers great benefits and programs to help meet your needs and balance your work and personal life, including Medical, Dental, & Vision Plans, 401(k), FSA/HSA, Commuter Benefits, Tuition Assistance Plan, Vacation and Sick Time, and Paid Parental Leave . Full details of our benefits are available - https://www.mywolterskluwerbenefits.com/index.html

Diversity Matters

Wolters Kluwer strives for an inclusive company culture in which we attract, develop, and retain diverse talent to achieve our strategy. As a global company, having a diverse workforce is of the utmost importance. We've been recognized by employees as a European Diversity Leader in the Financial Times, as one of Forbes America’s Best Employers for Diversity in 2022, 2021 and 2020 and as one of Forbes America’s Best Employers for Women in 2021, 2020, 2019 and 2018. In 2020, we placed third in the Female Board Index, and were recognized by the European Women on Boards Gender Diversity Index. Wolters Kluwer and all of our subsidiaries, divisions and customer/departments is an Equal Opportunity / Affirmative Action employer

Compensation:

Target salary range CA, CT, CO, DC, HI, IL, MD, MN, NY, RI, WA: $121,350 - $170,050

EQUAL EMPLOYMENT OPPORTUNITY Wolters Kluwer U. S. Corporation and all of its subsidiaries, divisions and customer/business units is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.