Senior Customer Success Associate - Enablon

Wolters Kluwer; London; On-site; GBP 50,000 - 80,000; Full time

Job summary

A leading company in the solutions sector is seeking a Customer Success Manager based in their London office. The ideal candidate will be responsible for driving customer adoption and satisfaction, leveraging over 5 years of relevant experience to successfully manage strategic accounts. This role involves building strong relationships within accounts, providing expert guidance, and advocating for customer needs. The position offers opportunities in a dynamic, international environment with a focus on collaboration and impact.

Qualifications

• 5+ years in a customer success or professional services role.
• Experience with Fortune 1000 companies.
• Successful strategic thinking and tactical execution in complex environments.

Responsibilities

• Provide expert advice to ensure successful adoption of the Enablon platform.
• Coordinate resources to effectively resolve customer issues.
• Design strategic account plans aligned with customer requirements.

Skills

Communication

Organizational skills

Analytical skills

Problem-solving

Collaboration

Job description

About the role:

Within the Customer Success organization, the CSM leads accounts and partners with Strategic Account Executives (SAE) or Enterprise Account Managers (EAM). The role involves working closely with customers to drive adoption of solutions and maintain license renewals.

This individual demonstrates excellent communication and organizational skills, has a solid understanding of the Enablon solution, and maintains 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, Milan, Munich, Paris, or Amsterdam.

Key responsibilities:

• Provide advice and guidance as the Enablon subject matter expert to ensure successful usage and adoption of the platform;
• Discuss product, domain, best practices, and strategies fluently, providing technical insights;
• Serve as a trusted advisor through strategic sales skills;
• Design and implement strategic account plans aligned with customer requirements;
• Coordinate resources to resolve customer issues effectively;
• Develop key relationships within accounts to diversify contact points;
• Advocate for customers by engaging with support and product management to ensure issues are resolved swiftly and product feedback is communicated;
• Maintain current knowledge of the Enablon platform;
• Act as a domain and product SME, and as a customer advocate;
• Serve as the first line of defense to mitigate issues and prevent account deterioration.

Experience required:

• 5+ years in a related customer success or professional services role;
• Experience managing complex customer engagements in Fortune 1000 companies;
• Customer service orientation with a collaborative and adaptable mindset;
• Success in strategic thinking and tactical execution in a matrix environment;
• Some experience in selling professional services.

Other knowledge, skills, abilities, or certifications:

• Customer service orientation, teamwork, collaboration, adaptability, self-initiative;
• Strong analytical and problem-solving skills with quick resolution capabilities;
• Excellent verbal and written communication, presentation, and organizational skills.