Hybrid role out of the Chicago, IL office.
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.
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.
Job Qualifications:
Education:
- Minimum: Bachelor’s Degree in any discipline (Business-related qualification is a plus).
Experience:
- 3-5 years of leadership experience is preferred (customer service operations preferred)
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.
Travel requirements:
- Domestic travel may be required.
Wolters Kluwer is a global leader in professional information services. Professionals in the areas of legal, business, tax, accounting, finance, audit, risk, compliance and healthcare rely on Wolters Kluwer's market leading information-enabled tools and software solutions to manage their business efficiently, deliver results to their clients, and succeed in an ever more dynamic world. Every day, our customers make critical decisions to help save lives, improve the way we do business, and build better judicial and regulatory systems. We help them get it right.
For more information about our solutions and organization, visit www.wolterskluwer.com, follow us on Twitter, Facebook, LinkedIn, and YouTube.
Employee must obtain a FinCEN ID within 7 days after the first day of employment and comply with all requirements of the Corporate Transparency Act on a continuing basis, including without limitation, by providing the U.S. government and Wolters Kluwer all information necessary to effectuate the purposes of the Act.
Compensation:
Target salary range CA, CT, CO, DC, HI, IL, MD, MN, NY, RI, WA: $121,350 - $170,050
