Customer Success Lead

About the Role:

As a Customer Success Lead, you will be recognized as a top expert in operational and administrative processes, handling the most complex and high-impact customer tasks within the organization. You will serve as a critical resource for resolving the most challenging issues and providing strategic guidance to both customers and junior associates.

Required Job Qualifications (Min. 3yr experience)* Executive Communication: Exceptional verbal and written communication skills.

• High-Impact Problem-Solving: Expertise in addressing and solving highly complex issues.
  
• Strategic Analytical Leadership: Advanced strategic analytical skills.
  
• Expert Technical Proficiency: Comprehensive and deep product/service knowledge.
  
• CRM Expert: Masterful use and strategic management of CRM systems.
  
• Customer Advocacy Expert: Leading advocacy for customer experience enhancements.
  
• Executive Collaboration: High-level collaboration with executive leadership.
  
• Advanced Training Leadership: Leadership in developing and delivering sophisticated training programs.
  

Essential Duties and Responsibilities* Lead and manage highly complex onboarding projects for elite customers.

• Resolve the most challenging and high-impact customer issues.
  
• Strategize and execute sophisticated customer retention and upselling initiatives.
  
• Provide deep strategic insights and analyses from comprehensive customer data.
  
• Design and lead top-tier training programs for customers and internal teams.
  
• Oversee the implementation of high-stakes schedules and organizational objectives.
  
• Act as a senior advisor for key clients, ensuring exceptional support.
  
• Drive significant product/service improvements based on high-level feedback.
  
• Collaborate with C-suite executives to refine overall customer experience strategy.
  
• Maintain and enhance exceptional client relationships through expert-level engagement.
  

Additional Information

Wolters Kluwer offers great benefits and programs to help meet your needs and balance your work and personal life, including: Medical, Dental, & Vision Plans, 401(k), FSA/HSA, Commuter Benefits, Tuition Assistance Plan, Vacation and Sick Time, and Paid Parental Leave.

Full details of our benefits are available:

https://www.mywolterskluwerbenefits.com/index.html

Company Overview

Wolters Kluwer (EURONEXT: WKL) is a global leader in professional information, software solutions, and services for the healthcare, tax and accounting, financial and corporate compliance, legal and regulatory, and corporate performance and ESG sectors. We help our customers make important decisions every day by providing expert solutions that combine deep domain knowledge with specialized technology and services.

Wolters Kluwer reported 2022 annual revenues of €5.5 billion. The group serves customers in over 180 countries, maintains operations in over 40 countries, and employs approximately 20,000 people worldwide. We are headquartered in Alphen aan den Rijn, the Netherlands.* Ranked by Forbes Magazine as among America’s Best Large Employers for 2022 - #84

• Wolters Kluwer secures 2nd place in Newsweek's Most Trustworthy Companies List 2023
  
• WK #1 for gender equality in the workplace in the Netherlands & #47 worldwide for 2023
  

Disclaimer: The above statements are intended to describe the general nature and level of work being performed. They are not intended to be an exhaustive list of all responsibilities and requirements. The job description provided is subject to revision and modification at any time.

Employee must obtain a FinCEN ID within 7 days after the first day of employment and comply with all requirements of the Corporate Transparency Act on a continuing basis, including without limitation, by providing the U.S. government and Wolters Kluwer all information necessary to effectuate the purposes of the Act.