Wolters Kluwer is a global leader in professional information services that combines deep domain knowledge with specialized technology. Our portfolio offers software tools coupled with content and services that customers need to make decisions with confidence. Every day, our customers make critical decisions to help save lives, improve the way we do business, build better judicial and regulatory systems. We help them get it right.
Who We Are: Wolters Kluwer: The world is a big place, find your place here.
What We Offer:
The Customer Success Lead role offers growth potential opportunities, professional development, an engaging small team environment, and amazing benefits.
What You'll be Doing:
As a Customer Success Lead, you will be recognized as a top expert in operational and administrative processes, handling the most complex and high-impact customer tasks within the organization. You will serve as a critical resource for resolving the most challenging issues and providing strategic guidance to both customers and junior associates.
Our Location: 120 South Central Street Clayton, MO 63105 -
120 S Central Ave - Google Maps
Key Tasks:
- Lead and manage highly complex onboarding projects for elite customers.
- Resolve the most challenging and high-impact customer issues.
- Strategize and execute sophisticated customer retention and upselling initiatives.
- Provide deep strategic insights and analyses from comprehensive customer data.
- Design and lead top-tier training programs for customers and internal teams.
- Oversee the implementation of high-stakes schedules and organizational objectives.
- Act as a senior advisor for key clients, ensuring exceptional support.
- Drive significant product/service improvements based on high-level feedback.
- Collaborate with C-suite executives to refine overall customer experience strategy.
- Maintain and enhance exceptional client relationships through expert-level engagement.
You're a Great Fit if You Have:
- Bachelor’s degree in business or related discipline; OR, if no degree, 5 years of consultative customer service experience.
- The ability to work a hybrid schedule from the South Central Street office in Clayton, MO. This is required.
- Minimum Experience: 2 years of consultative customer service experience.
- Executive Communication: Exceptional verbal and written communication skills.
- High-Impact Problem-Solving: Expertise in addressing and solving highly complex issues.
- Strategic Analytical Leadership: Advanced strategic analytical skills.
- Expert Technical Proficiency: Comprehensive and deep product/service knowledge.
- CRM Expert: Masterful use and strategic management of CRM systems.
- Customer Advocacy Expert: Leading advocacy for customer experience enhancements.
- Executive Collaboration: High-level collaboration with executive leadership.
- Advanced Training Leadership: Leadership in developing and delivering sophisticated training programs.
We are an incredibly supportive team that truly enjoys what we do and who we do it with. We play a key role within WK and assist in driving the daily success. If you have a passion for making a true difference within an organization, while working alongside a genuinely caring and supportive team, we highly encourage you to apply. #BeTheDifference
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 at 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.
The above statements are intended to describe the general nature and level of work being performed by most people assigned to this job. They’re not intended to be an exhaustive list of all duties and responsibilities and requirements.
Our Interview Practices
To maintain a fair and genuine hiring process, we kindly ask that all candidates participate in interviews without the assistance of AI tools or external prompts. Our interview process is designed to assess your individual skills, experiences, and communication style. We value authenticity and want to ensure we’re getting to know you—not a digital assistant. To help maintain this integrity, we ask to remove virtual backgrounds and include in-person interviews in our hiring process. Please note that use of AI-generated responses or third-party support during interviews will be grounds for disqualification from the recruitment process.
Applicants may be required to appear onsite at a Wolters Kluwer office as part of the recruitment process.
Compensation:
$57,400.00 - $98,350.00 USD
This role is eligible for Bonus.
Compensation range listed is based on primary location of the position. Actual base salary offer is influenced by a wide array of factors including but not limited to skills, experience and actual hiring location. Your recruiter can share more information about the specific offer for the job location during the hiring process.
Additional Information:
Wolters Kluwer offers a wide variety of competitive benefits and programs to help meet your needs and balance your work and personal life, including but not limited to: 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 upon request.
