Global Customer Lifecycle & Strategy Leader

Wolters Kluwer; Greater London; On-site; GBP 150,000 - 190,000; Full time

Job summary

Wolters Kluwer in London seeks an experienced head of Customer Lifecycle to manage the TeamMate lifecycle from implementation to renewal, maximizing engagement of about 3,000 customers and improving retention. The role oversees Professional Services, Customer Success, Customer Service, Sales Support and Retention.

You will drive strategy, budgeting, packaging, pricing, and BI, lead 90 professionals globally, manage external partners, and work with Sales, Finance and Product to optimise

Qualifications

• Significant in-house operating leadership within enterprise software, B2B SaaS or a similarly regulated, recurring-revenue business.
• A track record of translating strategy into measurable operational improvement and leading complex work at pace.
• Experience leading sizeable, geographically distributed teams through experienced functional leaders.
• Strong commercial and analytical judgement, with an understanding of customer economics, retention, recurring revenue and services delivery.
• Ability to connect operational detail with the wider business context and make clear, well-structured decisions.
• A collaborative leadership style and the credibility to influence across functions.

Responsibilities

• Lead Professional Services, Customer Success, Customer Service, Sales Support and Retention to manage the global TeamMate Customer Lifecycle from implementation through renewal, maximizing engagement for ~3,000 customers.
• Drive Strategy including VSP, budgeting, packaging and pricing; own Business Intelligence supporting Sales, Marketing, Product and post-sales teams.
• Oversee external implementation and support partners to extend capacity of Professional Services and Customer Support.
• Manage an Associate Director and teams across regions, ensuring effective operations and delivery of services.

Skills

Leadership

Strategic thinking

Cross-functional collaboration

Commercial acumen

Tools

ERP systems

CRM systems

Job description

Wolters Kluwer in London seeks an experienced head of Customer Lifecycle to manage the TeamMate lifecycle from implementation to renewal, maximizing engagement of about 3,000 customers and improving retention. The role oversees Professional Services, Customer Success, Customer Service, Sales Support and Retention.

You will drive strategy, budgeting, packaging, pricing, and BI, lead 90 professionals globally, manage external partners, and work with Sales, Finance and Product to optimise