Senior Customer Success Manager, Wolters Kluwer

Salary not provided

Salesforce

Senior level

London

Hybrid - 8 days/month

2+ days a week in office (Kingston, London)

AI-powered solutions for professionals

Job no longer available

AI-powered solutions for professionals

1001+ employees

B2BEnterpriseLegalBusiness IntelligenceFinancial ServicesAutomation

Job no longer available

Salary not provided

Salesforce

Senior level

London

Hybrid - 8 days/month

2+ days a week in office (Kingston, London)

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

Experience in a customer facing role with a track record of helping customers to achieve business outcomes
Analytical and process oriented mindset
Experience and expertise with the CCH product suite is desirable but not essential
Experience of designing and implementing effective processes
Excellent communication skills, both written and verbal, with the ability to clearly convey complex concepts to diverse audiences
Strong project management skills, to effectively manage own time and meet deadlines
Ability to motivate and influence others to achieve a collective goal
Creative problem-solving skills and a keen eye for detail
Has a passion for driving revenue growth in partnership with other teams and departments
Active team player, self starter and multitasker who can quickly adjust priorities
Demonstrates an active growth mindset
Bachelor’s degree or equivalent
Experience in the accounting software industry is desirable but not essential
Experience in delivering software solutions to customers is essential
Knowledge of Salesforce and project management tools and methodology
The role requires enthusiasm and self-motivation with excellent communication skills, and the ability and desire to continually work to adapt and enhance the role as we evolve to a cloud suite

What the job involves

We are looking for people who can be instrumental to implement and drive the success of the function, collaborating with others to evolve and execute our customer success strategies and representing our customer success team across all our business stakeholders
This will involve building strong relationships with customers and with cross functional teams internally to drive adoption and usability
The ideal candidate is passionate about delivering a great customer experience while using their CCH product knowledge and analytical skills to review data, identify problems, find solutions and improve relationships, whilst demonstrating real value to both the customer and the business
Own the definition of the playbook for the role and function
Own the definition of the CSM proposition with key stakeholders, including who does and doesn’t qualify for customer success management
Own the definition of the initial strategy for the future growth of the team, factoring in the movement from on premise software to the adoption of cloud products
Work with the internal teams to build management information for cloud customers, as the cloud products are launched
Ownership of the CSM processes across each touch point of our customer journey from sales to professional services
Own the relationship with assigned customers, including consultation, training, adoption, retention and satisfaction
Establish relationships as a trusted and strategic advisor to help ensure the continued value of our products and services
Develop and maintain customer success strategies and best practices
Communicate effectively with both internal and external senior managers to better understand customer needs, maximise retention and growth, and share learnings
Develop and maintain customer success metrics and data as required/directed

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

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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