Customer Success Manager, Wolters Kluwer

• Bachelor’s Degree or equivalent relevant experience
• 2+ years working in Account Management or Sales or other equivalent experience
• 2+ years of experience securing contract renewals
• Healthcare SaaS solution experience (i.e., Salesforce or any other subscription technology)
• Working understanding of business, financials, products/services, and the market
• Demonstrated ability to establish rapport with all personnel up to and including C-Suite
• Excellent communication (both written & oral) and presentation skills
• Ability to manage own territory/account and monitor resources

Desirable

• The Customer Success Manager in Wolters Kluwer Health Clinical Surveillance and Compliance is responsible for ensuring customers achieve their desired outcomes while using our services
• This includes guiding new customers through onboarding and adoption of the product to ensure a smooth start
• Building and maintaining strong relationships with customers, understanding their needs, and acting as their advocate within our company
• Assisting customers with issues or questions, coordinating with support teams, and providing solutions to enhance their experience
• Monitoring customer usage, health metrics, and satisfaction levels to identify opportunities for improvement or upselling
• Engaging customers with updates, new features, and best practices to maximize product value
• Gathering customer feedback and insights to inform product development and improve service offerings
• Working to ensure customer retention, manage renewals, and reduce churn by addressing potential concerns before they become issues
• Partnering with sales, marketing, product, and support teams to align customer strategies and drive overall success
• Overall, the CSM focuses on enhancing customer satisfaction, driving user adoption, securing revenue, and fostering long-term loyalty
• Develop strong relationships with customers, connecting with key business executives and stakeholders and preparing sales report
• Answer client queries, interact with production daily, and identify new business opportunities among existing customers
• Negotiate service/product terms with customers in line with guidelines set by management
• Liaise with cross-functional internal teams (including Production, Projects, Customer Service, Product Development, and Sales departments) to improve the entire customer experience
• Ensure client campaign deliveries and complete follow-through activities
• Develop and execute multi-channel, in-depth integrated proposals and programs leveraging the company's print, digital and online assets