Senior Customer Success Specialist, Wolters Kluwer

$78.4-136.9k

Plus this role is eligible for Bonus

Salesforce

Mid and Senior level

Chicago

More information about location

2 days a week in office (West Adams St, IL or Riverwoods, IL)

AI-powered solutions for professionals

Open for applications

AI-powered solutions for professionals

1001+ employees

B2BEnterpriseLegalBusiness IntelligenceFinancial ServicesAutomation

Open for applications

$78.4-136.9k

Plus this role is eligible for Bonus

Salesforce

Mid and Senior level

Chicago

More information about location

2 days a week in office (West Adams St, IL or Riverwoods, IL)

1001+ employees

B2BEnterpriseLegalBusiness IntelligenceFinancial ServicesAutomation

Company mission

To help customers make critical decisions every day by providing expert solutions tha to combine deep domain knowledge with technology.

Job

Company

Role

Who you are

Strategic Communication: High level of communication skills tailored to various audience needs
Customer Insight: Deep understanding of customer behavior and needs
Advanced Analytical Skills: Ability to deeply analyze performance metrics
Technical Troubleshooting: Proficiency in resolving advanced technical issues
In-depth Product Knowledge: Comprehensive knowledge of all product features and updates
Leadership: Ability to provide guidance and mentorship to peers
Customer Advocacy: Promote customer interests within the organization
Technical Proficiency: Advanced skills with CRM software and support tools
Education: Bachelor’s degree required, Business Health Administration preferred
Advanced degree or equivalent recommended
3+ years of experience in SaaS-based customer success, account management, or a related role, with a focus on strategic or enterprise-level customer engagement and value realization
Must have experience owning a book of business, and fostering relationships within customer accounts
Healthcare background, preferred - including:
Knowledge of clinical decision support (CDS) products and awareness of the competition and market differentiators
Knowledge of EHRs and workflows
Understanding of the healthcare industry, including medical devices, healthcare regulations, and clinical environments and workflows
Awareness of challenges faced by healthcare organizations, such as patient outcomes, compliance, and cost pressures
Excellent project management skills
Detail-oriented, self-motivated, and excellent multitasking skills
Familiarity with customer success platforms and CRMs (Salesforce, etc.)
Data-oriented, consultative approach to promote product utilization with customers
Proven ability to quickly establish rapport with all level of personnel up to and including C-suite executives
Excellent presentation, oral, and written communication skills to effectively engage with C-level executives and cross-functional teams

What the job involves

As a Senior Customer Success Specialist, you will play a pivotal role in our customer success strategy by overseeing more advanced customer interactions and contributing to team objectives
You will act as a key point of contact for escalated issues, contribute significantly to customer retention initiatives, and provide actionable insights to improve overall customer satisfaction
Oversee advanced customer onboarding
Manage escalated customer inquiries
Provide highly specialized troubleshooting and problem resolution
Conduct advanced product usage training for customers
Regularly monitor customer performance and engagement metrics
Develop detailed documentation and reports on customer interactions
Partner with sales/support teams for complex customer solutions
Identify and execute opportunities for customer service improvements
Contribute significantly to team projects and customer retention strategies
Provide mentorship and guidance to junior team members

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

Led by a woman

Glassdoor (3.7)

Company

Company HQ

Alphen aan den Rijn, Netherlands

Leadership

Nancy McKinstry

(CEO & Chairman of the Executive Board, not founder)

Held various roles at the company before being named CEO in 2003. Current Member of the Board of Directors at various companies including Accenture, Abbot, Russel Reynolds Associates, and Columbia Business School.

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