Strategic Customer Success Architect

Wolters Kluwer; Town of Texas (WI); Presencial; USD 71 000 - 124 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Medical, Dental & Vision Plans

401(k) Plan

Tuition Assistance Plan

Paid Parental Leave

Vacation and Sick Time

Commuter Benefits

Resumo da oferta

Wolters Kluwer is seeking a Customer Success Specialist to help clients achieve measurable outcomes and maximize value from WK ELM solutions. The role builds plans, monitors health and risk, and coordinates resources with product, services, and sales teams to ensure a consistent customer experience.

Responsibilities include driving adoption, conducting QBRs/EBRs, managing relationships with Legal Operations and other stakeholders, and partnering with internal teams to support renewals and

Qualificações

• 5+ years of experience in Customer Success, Account Management, Consulting, Professional Services, Enterprise Software, or a related customer-facing discipline
• 3+ years managing enterprise or complex customer relationships
• Experience developing and executing customer success or account plans
• Experience driving software adoption and customer engagement
• Experience monitoring customer health and identifying customer risk
• Experience participating in customer business reviews and strategic customer discussions
• Experience working with multiple stakeholders within customer organizations
• Experience working cross-functionally in a SaaS or enterprise software environment
• Demonstrated ability to manage multiple customer priorities, actions, and workstreams
• Strong communication, presentation, organization, and relationship-management skills
• Ability to use customer data, adoption metrics, and other indicators to identify priorities and appropriate actions

Responsabilidades

• Develop and execute customer success plans tied to customer objectives
• Establish and track measurable customer success criteria
• Drive adoption and effective utilization of WK ELM solutions
• Understand customer priorities and translate them into actionable success initiatives
• Help customers identify and communicate value realized from WK ELM solutions
• Conduct Quarterly Business Reviews (QBRs) and support Executive Business Reviews (EBRs)
• Track customer commitments, milestones, actions, and outcomes
• Monitor customer health, adoption, engagement, and satisfaction
• Identify customer risks and early warning indicators
• Develop action plans to address customer concerns and adoption challenges
• Participate in and, where appropriate, lead customer recovery and Get to Green initiatives
• Coordinate internal resources to address customer issues
• Ensure customers are positioned for successful renewals through adoption, demonstrated value, and strong engagement
• Build trusted relationships with Legal Operations and other key customer stakeholders
• Develop an understanding of customer organizations, priorities, and business objectives
• Maintain stakeholder maps and identify opportunities to broaden customer relationships
• Facilitate regular customer planning and progress discussions
• Support executive engagement and sponsorship
• Serve as a strong voice of the customer within Wolters Kluwer
• Partner with Account Management, Support, Product, Professional Services, Technical Account Managers, and other internal teams
• Coordinate internal resources around customer priorities
• Facilitate customer escalations and issue resolution
• Establish clear ownership and follow-through for customer commitments
• Advocate for customer needs and priorities
• Communicate customer feedback to appropriate internal teams
• Recognize customer needs that may represent expansion opportunities and engage Account Management
• Connect customer priorities with relevant WK ELM capabilities
• Identify and develop potential customer champions and advocates
• Support customer references, advisory boards, and advocacy initiatives
• Capture and communicate customer feedback and emerging needs
• Partner with Account Management to strengthen the overall customer relationship

Conhecimentos

Customer Success

Account Management

SaaS

Enterprise Software

Descrição da oferta de emprego

Wolters Kluwer is seeking a Customer Success Specialist to help clients achieve measurable outcomes and maximize value from WK ELM solutions. The role builds plans, monitors health and risk, and coordinates resources with product, services, and sales teams to ensure a consistent customer experience.

Responsibilities include driving adoption, conducting QBRs/EBRs, managing relationships with Legal Operations and other stakeholders, and partnering with internal teams to support renewals and