Customer Success Associate - Enablon ®

Wolters Kluwer; London; On-site; GBP 40,000 - 70,000; Full time

Job summary

An established industry player is seeking a Customer Success Associate to enhance client relationships and drive adoption of their innovative solutions. This role requires a strong communicator with a solid understanding of the Enablon platform, dedicated to ensuring customer satisfaction and retention. You will work closely with customers, providing expert guidance and strategic insights to foster account growth and resolve issues swiftly. Join a dynamic team that values collaboration and adaptability, where your contributions will directly impact customer success and satisfaction across various European offices.

Qualifications

• 5+ years of experience in customer success or related functions.
• Strong focus on customer satisfaction and engagement.

Responsibilities

• Lead customer adoption of the Enablon platform as a subject matter expert.
• Develop strategic account plans to ensure customer satisfaction.

Skills

Customer Advocacy

Communication Skills

Organizational Skills

Analytical Skills

Problem-Solving Skills

Sales Skills

Tools

Enablon Platform

Job description

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About the role:
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.

We are looking to fill this role either at our London office or at one of Enablon's other European offices such as: Barcelona (Spain), Milan (Italy), Munich (Germany), Paris (France).

Key responsibilities:

• 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.

Experience required:

• 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.

Other Knowledge, Skills, Abilities Or Certifications:

• 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.
• 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.

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Management and Manufacturing
• Industries: Information Services