About the Role:
As a Customer Success Lead, you will be recognized as a top expert in operational and administrative processes, handling the most complex and high-impact customer tasks within the organization. You will serve as a critical resource for resolving the most challenging issues and providing strategic guidance to both customers and junior associates.
Required Job Qualifications (Min. 3yr experience)
Executive Communication: Exceptional verbal and written communication skills.
High-Impact Problem-Solving: Expertise in addressing and solving highly complex issues.
Strategic Analytical Leadership: Advanced strategic analytical skills.
Expert Technical Proficiency: Comprehensive and deep product/service knowledge.
CRM Expert: Masterful use and strategic management of CRM systems.
Customer Advocacy Expert: Leading advocacy for customer experience enhancements.
Executive Collaboration: High-level collaboration with executive leadership.
Advanced Training Leadership: Leadership in developing and delivering sophisticated training programs.
Essential Duties and Responsibilities
Lead and manage highly complex onboarding projects for elite customers.
Resolve the most challenging and high-impact customer issues.
Strategize and execute sophisticated customer retention and upselling initiatives.
Provide deep strategic insights and analyses from comprehensive customer data.
Design and lead top-tier training programs for customers and internal teams.
Oversee the implementation of high-stakes schedules and organizational objectives.
Act as a senior advisor for key clients, ensuring exceptional support.
Drive significant product/service improvements based on high-level feedback.
Collaborate with C-suite executives to refine overall customer experience strategy.
Maintain and enhance exceptional client relationships through expert-level engagement.
Additional Information
Wolters Kluwer offers great benefits and programs to help meet your needs and balance your work and personal life, including: Medical, Dental, & Vision Plans, 401(k), FSA/HSA, Commuter Benefits, Tuition Assistance Plan, Vacation and Sick Time, and Paid Parental Leave.
Full details of our benefits are available: