Customer Success Associate, Wolters Kluwer
Enablon
2+ days a week in office
Information services and software solutions
Posted today
Information services and software solutions
1001+ employees
Posted today
2+ days a week in office
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
- 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
- This individual demonstrates excellent communication and organizational skills, solid understanding of the Enablon solution and a strong focus on customer satisfaction
- 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
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
Company values
- Focus on Customer Success - Customers are at the center of everything we do
- Make it Better - We're Committed to Continuous Improvement
- Aim High and Deliver - We're responsible for delivering the right results
- Work as a Team - We're stronger together
Company HQ
Alphen aan den Rijn, Netherlands
Articles
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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