Customer Success Manager

Job Description

We are looking for people who can be instrumental to implement and drive the success of the function, collaborating with others to evolve and execute our customer success strategies and representing our customer success team across all our business stakeholders. This will involve building strong relationships with customers and with cross functional teams internally to drive adoption and usability. The ideal candidate is passionate about delivering a great customer experience while using their CCH product knowledge and analytical skills to review data, identify problems, find solutions and improve relationships, whilst demonstrating real value to both the customer and the business. The role requires enthusiasm and self-motivation with excellent communication skills, and the ability and desire to continually work to adapt and enhance the role as we evolve to a cloud suite.

Key Objectives of the Role

• Contribute to the definition of the playbook for the role and function
• Contribute to the definition of the CSM proposition with key stakeholders, including who does and doesn’t qualify for customer success management
• Contribute to the definition of the initial strategy for the future growth of the team, factoring in the movement from on premise software to the adoption of cloud products
• Work with the internal teams to build management information for cloud customers, as the cloud products are launched
• Accountable for the CSM processes across each touch point of our customer journey from sales to professional services
• Own the relationship with assigned customers, including consultation, training, adoption, retention and satisfaction
• Establish relationships as a trusted and strategic advisor to help ensure the continued value of our products and services
• Develop and maintain customer success strategies and best practices
• Communicate effectively with both internal and external senior managers to better understand customer needs, maximise retention and growth, and share learnings
• Develop and maintain customer success metrics and data as required/directed

Responsibilities

• Serve as day to day contact for assigned customers, building trust and rapport while identifying areas of opportunity, highlighting best practices and document both
• Facilitate interaction and workflow among required resources, including third parties, to ensure timely deliverables
• Collaborate, problem solve, and/or strategise with team members on upcoming customer meetings
• Prepare documentation and visuals on customer success metrics and use these to identify areas for improvement
• Refine processes and documentation as necessary in line with new technologies and better ways of working
• Work with sales and marketing to boost customer referrals and develop case studies where appropriate

Skills & Competencies

• Experience in a customer facing role with a track record of helping customers to achieve business outcomes
• Analytical and process oriented mindset
• Experience and expertise with the CCH product suite is desirable but not essential
• Experience of designing and implementing effective processes
• Excellent communication skills, both written and verbal, with the ability to clearly convey complex concepts to diverse audiences
• Strong project management skills, to effectively manage own time and meet deadlines
• Ability to motivate and influence others to achieve a collective goal
• Creative problem-solving skills and a keen eye for detail
• Has a passion for driving revenue growth in partnership with other teams and departments
• Active team player, self starter and multitasker who can quickly adjust priorities
• Demonstrates an active growth mindset

Technical / Professional Qualifications

• Bachelor’s degree or equivalent
• Experience in the accounting software industry is desirable but not essential
• Experience in delivering software solutions to customers is essential
• Knowledge of Salesforce and project management tools and methodology

If making a difference matters to you, then you matter to us. Join us, at Wolters Kluwer, and be part of a dynamic global technology company that makes a difference every day. We’re innovators with impact. We provide expert software and information solutions that the world’s leading professionals rely on, in the moments that matter most. You’ll make a real difference in the lives of millions of people. Together with our customers, we help to advance sustainability, health, justice, prosperity, and commerce around the world. You can thrive at Wolters Kluwer, where diversity is core to our collective strength and high performance. Be your unique self, share your creative ideas, do your best work, and take time to grow in our caring and inclusive culture where you can belong.