Digital Implementation Manager, Wolters Kluwer
Customer Success
$93.4-130.6k
Salary range only for applicants in CA and NY
More information about location
2 days a week in office
AI-powered solutions for professionals
Job no longer available
AI-powered solutions for professionals
1001+ employees
Job no longer available
$93.4-130.6k
Salary range only for applicants in CA and NY
More information about location
2 days a week in office
1001+ employees
Company mission
To help customers make critical decisions every day by providing expert solutions tha to combine deep domain knowledge with technology.
Role
Who you are
- The candidate must have demonstrated experience in creating, executing, and measuring digital solutions, both internal and external. Working with Artificial Intelligence and self-service solutions is preferred
- Required: Bachelor’s degree or equivalent experience
- Desirable: Degree level in Computer Science, Data Analytics, Digital Media, or a relevant field
- 3+ years of people management experience (managing direct reports, not project based leadership)
- 3+ years of digital/online experience, including search, content, email, and social
- 3+ years of website design and implementation
- Experience with AI across all communication channels (phone, email, chat), and can tie that experience to transform our current platforms
- Deep understanding of digital marketing strategy
- Proficiency with Microsoft Office and Google Analytics
- The candidate must have demonstrated experience in creating, executing, and measuring ROI of customer-facing programs, including the creation of reports, and the ability to analyze data to make changes to ongoing campaigns
- Experience with Customer Experience, Human-Centered Computing, and/or UX design principles
- Success managing projects and coordinating efforts with cross-functional teams
What the job involves
- The Digital Implementation Manager - Customer Success, will be responsible for the digital implementation of designing, developing, executing, and measuring the results of customer-facing digital and self-service programs and initiatives
- These programs shall relate to areas including, but not limited to customer retention, increasing the use of HLRP solutions, self-service, Voice of Customer, consistent customer messaging, product launch requirements from the Global Customer Services perspective ensuring these teams receive needed assets/resources/training necessary to provide superior customer support
- In collaboration with key stakeholders, the role is responsible for ensuring accurate and consistent experiences throughout the lifecycle of the customer and internal employees
- Working within a supportive team and closely with the Director of Customer Experience/Service, the candidate will take full ownership of a range of issues and manage these through to resolution
- This ensures seamless integration with HLRP clients’ business processes as we work to efficiently resolve customer issues related to our products, tools, and services
- Daily activities require liaising with other departments and fully diagnosing problems that have been submitted directly by end users and administrators, and/or escalated from our teams
- Requires strong partnerships with key stakeholders and business partners including Sales, Product Development, Marketing, Training and Quality (TAQ), Customer Service, Online Product Support, Society Member Care, Data Control, and Global Business Services
- Align customer experience standards of excellence to the WK HLRP company goals and objectives
- Maintain a deep technical understanding of Wolters Kluwer’s platforms, products, and technology
- Support self-service initiatives by contributing content for customer-facing and internal Knowledgebases, Chatbots, email automation, and other similar projects
- Provide support to customers in both pre- and post-sales efforts. In each situation the aim is to meet and exceed customer expectations as well as be alert to commercial service opportunities
- Provide proactive outreach to new and existing customers to initiate implementation of software and/or keep process flow going for implementations
- Aid in the creation of demonstration resources for software products and client-focused services
- Manage a small team of employees that have a wide range of job duties, prioritizing their workload and still meeting the needs of the business and other operating units
- Document processes and procedures, including updates/changes
- Works with all departments to identify KPIs, and that all SLA goals are met
- Maintains an understanding of emerging industry experience and technology trends, leveraging knowledge to guide the execution of digital strategies
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
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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