Senior Customer Success Associate, Wolters Kluwer

Salary not provided

Senior and Expert level

London

2+ days a week in office (Canada Square, 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

Senior and Expert level

London

2+ days a week in office (Canada Square, 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

This individual demonstrates excellent communication and organizational skills, solid understanding of the Enablon solution and a strong focus on customer satisfaction
5+ years of experience in a related function is required
Direct customer advocacy and engagement experience in post-sales or professional services functions in Fortune 1000, companies working with executive teams, managerial level, and shop floor personnel
Has successfully managed complex customer engagements to completion and customer satisfaction
Must be customer service oriented and believe in teamwork, collaboration, adaptability & self-initiatives
Demonstrable success in thinking strategically, executing tactically while providing consistent and high levels of customer satisfaction and retention in a matrixed environment
Some experience in sales of professional services
Excellent analytical skills & problem-solving skills, combined with the ability to provide quick resolution to problems
Exceptional verbal and written organizational, presentation, and communication skills

What the job involves

Within the Customer Success organization, the CSM leads the account and partners with Strategic Account Executives (SAM) or Enterprise Account Manager (EAM) and works closely with the Customer to drive adoption of the solutions and work to maintain license renewals
Provide advice and guidance as the Enablon subject matter expert to ensure successful ongoing usage and adoption of the Enablon platform
Provide technical acumen to fluently discuss product, subject matter domain, best practices, and strategies to achieve results
Provide strategic sales skills and facilitate the role as trusted advisor to the account
Design, develop, and implement an innovative strategic account plan with customer requirements to achieve customer satisfaction and account growth
Coordinate resources, activities, and efforts to mitigate customer issues
Develop key relationships in an account to diversify client contact touch points and interaction frequency
Engaging with customer support as a customer advocate to ensure speedy resolution of customer issues
Engaging with Product management as the customer advocate on product roadmap discussions
Maintain current functional and technical knowledge of the Enablon Platform
Act as a domain SME, product SME, and customer advocate to achieve quick customer issue resolution
Serve as the account first line of defense to mitigate issues and prevent troubled customer situations from arising, raising company awareness immediately to avoid deterioration of the account relationship, user satisfaction, or sales opportunities

Application process

Applicants may be required to appear onsite at a Wolters Kluwer office as part of the recruitment process

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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