VP of Global Business Operations & Strategy, Wolters Kluwer
CP & ESG Audit & Assurance
Hybrid (8 days/month)
2+ days a week in office
AI-powered solutions for professionals
Posted today
AI-powered solutions for professionals
1001+ employees
Posted today
Hybrid (8 days/month)
2+ days a week in office
1001+ employees
Company mission
To empower professional customers with the information, software solutions, and services they need to make critical decisions, achieve successful outcomes, and save time.
Role
Who you are
- Significant in-house operating leadership within enterprise software, B2B SaaS, or a similarly regulated, recurring-revenue business
- A track record of translating strategy into measurable operational improvement and leading complex work at pace
- Experience leading sizeable, geographically distributed teams through experienced functional leaders
- Strong commercial and analytical judgement, with an understanding of customer economics, retention, recurring revenue, and services delivery
- Ability to connect operational detail with the wider business context and make clear, well-structured decisions
- A collaborative leadership style and the credibility to influence across functions
What the job involves
- Manage the global TeamMate customer lifecycle from implementation through renewal, maximising engagement across approximately 3,000 customers and improving retention
- Lead the Professional Services, Customer Success, Customer Service, Sales Support, and Retention functions
- Support TeamMate strategy, including VSP, budgeting, and strategic projects; contribute to go-to-market activities such as business cases, packaging, and pricing; and own the Business Intelligence function supporting Sales, Marketing, Product, and post-sales teams
- Lead approximately 90 professionals globally and manage external implementation and support partners to extend Professional Services and Customer Support capacity
- Oversee the design and execution of implementation and training for TeamMate products, and manage external partners that extend implementation capacity, including partner enablement and certification programmes
- Lead more than 40 Professional Services professionals globally across the Americas, EMEA, and APAC
- Own renewals across the TeamMate customer base, including defining processes and executing customer interactions
- Collaborate with GSO teams on process automation and with Finance and Order Management teams on invoicing
- Identify upsell opportunities for execution by the Sales organisation
- Lead a team of six Retention professionals across EMEA, the Americas, and APAC, supporting approximately 3,000 customers
- Design and deliver omnichannel customer support, including phone, email, and self-service, and manage external partners that extend Customer Support capacity
- Work closely with Development teams to identify opportunities to improve products and services
- Lead more than 30 Customer Service professionals globally, providing support to approximately 3,000 customers
- Design and deliver the Customer Success function, increasing the value customers realise from TeamMate offerings and improving customer satisfaction and loyalty
- Establish, develop, and maintain relationships with strategic and at-risk accounts throughout the customer lifecycle
- Coordinate closely with Retention and provide additional coverage where required
- Engage customers proactively outside the renewal cycle to understand their needs and help resolve challenges directly or through Support and Professional Services
- Manage an Associate Director with a team of four across Business Intelligence, Product Operations, and Sales Support
- Define packaging and pricing for TeamMate products
- Coordinate the creation and maintenance of materials in ERP and CRM systems
- Lead collaboration with GSO and GBS teams to automate and improve end-to-end processes
- Support Finance with Professional Services revenue recognition and collaborate with Collections
- Oversee Sales Support, which reports to the Associate Director of BI & Operations and has two direct reports
- Lead transactional data analysis and reporting across pipeline, sales, Customer Support, and Professional Services
- Develop business cases to support investment decisions, including product development and hosting alternatives
- Lead market-sizing activities
- Support strategic decision-making, including active involvement in VSP and budget preparation
- Lead strategic projects
Salary benchmarks
Our take
For over 185 years, Wolters Kluwer has been innovating the way professionals and businesses work. The company has expanded to offer a substantial range of services across the Health, Tax & Accounting, Finance, Compliance, and Legal sectors.
While operating across so many sectors comes with an extensive range of competition, Wolters Kluwer serves customers in over 180 countries, which has been managed, in part, due to its 70+ acquisitions. For example, the company has recently acquired leading artificial intelligence technology company Della AI, which will become part of its legal software unit, to further advance its natural language processing capabilities.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Company
Company HQ
Alphen aan den Rijn, Netherlands
Leadership
Stacey Caywood
(CEO & Chair of the Executive Board)Stacey has been part of Wolters Kluwer since 1992, previously serving as the CEO of Wolters Kluwer Health and Wolter Kluwer Legal & Regulatory. They stepped into the role of CEO in early 2026.
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