Associate Director, Customer Success Region West

Working for Tax & Accounting at Wolters Kluwer

The Tax & Accounting (TAA) division supplies modern and online software to entrepreneurs, financial professionals and accountancy firms. Internationally, we are among the top software suppliers in this sector. Thanks to our innovative products, our customers can work effectively, efficiently and safely. Our team in Belgium, the UK and the Netherlands consists of approximately 200 enthusiastic colleagues.

About the Role

In this newly created role, you will report to the VP & GM TAA Region West and will be an integral part of the Region West Management Team.

You will create and lead the new Region West Customer Success department with a focus on driving customer adoption, increasing retention and creating advocacy for Wolters Kluwer solutions through effective relationship management and innovative customer success strategies. The function is accountable for a smooth customer onboarding process, ensuring an easy introduction for the customer from the start. You will be an integral part of the post-sales customer lifecycle, working closely with Account Management, Professional Services and Customer Education, to maintain and grow customer advocacy, loyalty and satisfaction.

Responsibilities:

• Lead, develop and coach a new team of customer success professionals in three countries (Belgium, Netherlands, UK) to fully support the Region West business plans;
• Develop a vision & strategy and launch strategic initiatives to enhance customer satisfaction and retention;
• Define a customer success playbook for the region and ensure it is successfully implemented;
• Use data-driven insights to refine and improve customer success processes;
• Cultivate strategic customer relationships to drive long-term engagement;
• Implement scalable processes and systems to optimize customer success;
• Define and monitor key performance indicators to assess departmental performance;
• Coordinate with cross-functional teams to drive customer success improvements and ensure there is clear alignment on roles and responsibilities of all involved;
• Advocate for customer needs within the organization and be the voice of the customer;
• Ensure alignment of customer success strategies with overall business objectives;
• Grow and evolve the function as the business evolves to become a SaaS organization.

Skills:

• Executive Leadership: Advanced skills in senior professionals;
• Strategic Planning: Ability to develop and execute long-term strategic plans;
• Data Analysis: Proficiency in interpreting complex data sets;
• Customer-Centric Mindset: Deep understanding of customer needs and business impact;
• Cross-Functional Collaboration: Ability to work seamlessly with various departments;
• Process Optimization: Expertise in improving and scaling processes;
• Change Management: Skills in managing organizational change effectively;
• Performance Monitoring: Tools and practices for tracking performance metrics;
• Experience leading a customer success, customer education, professional services or support organization is required.

This role offers the opportunity to make a tangible impact on our performance and contribute to the company’s growth through data-driven insights and process improvements. If you thrive in a fast-paced environment and enjoy using data to solve complex problems, we’d love to hear from you!

Our offer:

• A hybrid way of working, a 36 – 40 hour work week; 2 days at the office per week;
• A salary fitting your skill level;
• An attractive bonus scheme;
• 25 vacation days (based on 40 hours);
• Wolters Kluwer refunds 50% of your pension contributions;
• An informal working environment and with multiple events planned each year;
• Coffee from freshly toasted fair-trade beans and every day delicious fresh fruit;
• Every day a lunch buffet is provided to enjoy with your colleagues and free of cost.

Be the Difference

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.

About Wolters Kluwer

Wolters Kluwer reported 2023 annual revenues of €5.6 billion. The group serves customers in over 180 countries, maintains operations in over 40 countries, and employs approximately 21,400 people worldwide.

Our customers work in industries which impact the lives of millions of people every single day. Our mission is to empower our professional customers with the information, software solutions, and services they need to make critical decisions, achieve successful outcomes, and save time.

Our expert solutions combine deep domain knowledge with technology to deliver both content and workflow automation to drive improved outcomes and productivity for our customers.

We are committed to helping professionals improve the way they do business and solve complex problems with our range of digital solutions and services, which we continuously evolve to meet their changing needs. Our 188-year legacy and portfolio represent thousands of customers worldwide.

Building Diverse Teams

As a global organization, we recognize that solving a wide range of complex problems requires diverse perspectives and innovative thinking. We know that bringing our best to our customers, communities, and other key stakeholders requires a highly engaged and talented workforce – one that represents the diversity of those we serve and the communities where we live and work.

We aim to provide a welcoming environment and equitable opportunities for all employees regardless of background, nationality, race, ethnicity, gender, gender identity, age, sexual orientation, marital status, disability, or religion.

This principle is ingrained in our company values and articulated in our Code of Business Ethics.

Our Global Well-being Program

At Wolters Kluwer, you’ll feel valued for your contributions, and you’ll know that your health, safety, and well-being are important to us. Our well-being benefits provide tools, programs, and resources to help our diverse employees feel healthy, happy, safe, and prosperous.

In 2024 we were awarded Ragan’s Top Places to Work for Employee Wellbeing: Large Organization, in recognition of our commitment to maintaining and enhancing the well-being of our colleagues through our ‘Together we thrive’ well-being program.

Equal Opportunity Employer

To ensure we continue to drive innovation that enables us to develop products and services to best serve our customers, we cultivate a workplace culture rooted in mutual respect, bringing forward insights from a wide range of backgrounds, perspectives, and experiences. We are also committed to complying with laws requiring equal opportunity in hiring, promotion, and other employment decisions.

All qualified applicants will receive consideration without regard to race, color, religion, sex (including pregnancy, gender identity, transgender status, and sexual orientation), national origin, disability, age, genetic information, veteran status, or any other characteristic protected by applicable law, and we do not tolerate discrimination on any of these bases.