Senior Customer Success Manager: Governance & Onboarding

Wolters Kluwer; Wilmington (DE); Sur place; USD 75 000 - 82 000; Plein temps

Avantages offerts par ce poste

Medical, Dental, & Vision plans

401(k) plan

Paid parental leave

Well-being and flexible benefits

Résumé du poste

Wolters Kluwer is seeking a Senior Customer Success Associate to manage and support Independent Director relationships and appointments in governance engagements. You will be the main customer contact from onboarding through renewals, reviewing contracts and coordinating service delivery in a fast-paced environment.

The role requires advanced communication, strong analytical and CRM skills, and the ability to train customers while collaborating with Sales and Product teams.

Qualifications

• Advanced verbal and written communication skills.
• Specialized problem-solving skills for complex issues.
• Advanced analytical skills to interpret customer data.
• Deep technical proficiency with company products and services.
• Advanced CRM management capabilities.
• Strong customer advocacy and relationship management.
• Ability to collaborate across departments.
• Experience in delivering customer training and education.
• Excellent organizational skills to manage multiple transactions and deadlines.

Responsabilités

• Manage Independent Director relationships and appointments for governance engagements.
• Serve as the primary contact for customers throughout the lifecycle.
• Oversee onboarding processes for large or high-profile customers.
• Review contracts and related documentation.
• Address non-standard inquiries and troubleshoot issues.
• Analyze renewal and upsell opportunities.
• Evaluate customer performance data and provide insights.
• Deliver tailored training sessions to customers.
• Ensure implementation schedules align with goals.
• Suggest product/service improvements from customer feedback.
• Collaborate with Sales and Product teams to enhance the experience.
• Foster proactive client relationships.

Connaissances

Communication skills

Problem solving

Analytical skills

Technical product knowledge

CRM management

Customer advocacy

Cross-functional collaboration

Customer training

Multi-tasking

Description du poste

Wolters Kluwer is seeking a Senior Customer Success Associate to manage and support Independent Director relationships and appointments in governance engagements. You will be the main customer contact from onboarding through renewals, reviewing contracts and coordinating service delivery in a fast-paced environment.

The role requires advanced communication, strong analytical and CRM skills, and the ability to train customers while collaborating with Sales and Product teams.