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 Associate Director, Customer Success and work a hybrid schedule (2 days in office and 3 days from 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.
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.
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.
