Vice President of Global Business Operations & Customer Success, Wolters Kluwer
TeamMate
Information services and software solutions
Be an early applicant
Information services and software solutions
1001+ employees
Be an early applicant
1001+ employees
Company mission
To empower our 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
- Proven experience leading large, international post-sales or professional services teams in enterprise software (SaaS or complex on-prem implementations)
- Exposure to automation and AI in customer-facing functions is desirable
- Cross-country leadership experience is required; global experience is an advantage
- Track record of scaling teams, improving utilization and efficiency, and driving measurable retention improvements
- Strong people management skills with a collaborative, process-oriented style and the ability to lead through influence across cultures
What the job involves
- The main responsibility of the job is to manage the global TeamMate Customer Lifecycle from implementation to renewal, with the goals of maximizing engagement of our 3,000 customers and improving retention rates on the $100M ARR managed, through the work of the Professional Services, Customer Success, Customer Service, Sales Support, and Retention teams
- On top of post-sales customer lifecycle management, this position supports strategic initiatives such as VSP and budget preparation, contributes to product migration and new product pricing and packaging, and owns the Business Intelligence function that provides support for Sales, Marketing, Product, and post-sales
- To deliver on these goals, this position manages approximately 90 global professionals and multiple external implementation and support partners directly to extend the capacity of Professional Services and Customer Support
- Responsible for the design and execution of the implementation and training of TeamMate products
- Responsible for managing the partners that extend capacity for implementation of the products, including the enabling and certification program
- Direct responsibility for 40+ global professionals throughout our 3 main regions of Amers, EMEA and APAC, and ~$16M of revenue a year
- Drive utilization, capacity planning, and financial forecasting as key priorities
- Responsible for renewal of all TeamMate customers, with definition of the processes and execution of customer interactions
- Collaboration with GSO teams to automate processes, and with Finance/order management teams for invoicing
- Identification of upsell opportunities that the Sales teams will execute (total upsell over $10M a year, only partially driven by retention teams)
- Direct responsibility of 6 professionals in EMEA, Americas and APAC, renewing $100M, 3,000 customers (and growing)
- Responsible for design and execution of omnichannel customer support (phone, e-mail, self-service portal)
- Responsible for managing the partners that extend capacity for customer support (2 partners, 5 FTEs)
- Tight collaboration with development teams for quick identification of improvement areas
- Direct responsibility of 30+ global professionals, providing customer support for 3,000 customers
- Expand use of automation and AI to drive efficiency and improve resolution times
- Scale and mature the Customer Success function (established 18 months ago, 3 global roles) to deliver measurable improvements in NPS and retention
- Coordinate with retention teams and provide backup when coverage is needed
- Reach out proactively to customers off the renewal cycle to understand status and help solve challenges, directly or by channeling to Support & PS
- Support VSP and budget preparation and contribute to selected strategic projects (e.g. product migration, new product packaging, AI expansion). Expected share of time: ~10–15%.
- Responsibility for the scoping and delivery of professional services of $16M a year
- Responsibility through the Retention and Customer Success teams of renewing $100M ARR every year
- Goal of increasing prices on current customers between 7% and 9% every year ($3.5M–$5M) in close collaboration with GM, Finance, and Sales
- Participation in upsell activities, identifying opportunities and sharing with Sales teams
- Customer Support for 3,000 customers of any industry, spread in 200 countries
- Direct span of ~90 global WK FTEs organized in 6 teams
- Direct span of 4 partners extending capacity with more than 14 dedicated professionals
- Indirect span with multiple partners extending professional services capabilities and managed in conjunction with the Sales and partnerships teams
- Focus is on optimizing and scaling these established teams
- The role includes the opportunity to support strategy execution for TeamMate
- Active participation in VSP and Budget preparation
- Contributing to and occasionally co-leading strategic projects such as product migration or new product packaging
- The role requires sound operational judgment and collaboration with GM, CFO, Sales, and Finance for all major decisions
- This is a senior leadership role with direct visibility to the General Manager and CFO, responsible for a large global organization with a substantial recurring revenue base
- The role offers the opportunity to shape the future of TeamMate’s customer lifecycle, build on strong foundations, and drive operational excellence, innovation, and customer success at scale
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.
The company is currently focused on its 2022-2024 strategy, which is a three-year value elevation strategy aimed at accelerating expert solutions, expanding its reach, and evolving its core capabilities. After delivering on its 2019-2021 strategy (resulting in €4.8 billion in revenues in 2021 alone) Wolters Kluwer is well set to remain on its long-standing path of growth and success.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Company
Company benefits
- Hybrid/Flexible Work Environment
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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