Job Details

About the Role:

As a Senior Customer Success Specialist, you will play a pivotal role in our customer success strategy by overseeing more advanced customer interactions and contributing to team objectives. You will act as a key point of contact for escalated issues, contributesignificantly to customer retention initiatives, and provide actionable insights to improve overall customer satisfaction.

Responsibilities:
• Oversee advanced customer onboarding.
• Manage escalated customer inquiries.
• Provide highly specialized troubleshooting and problem resolution.
• Conduct advanced product usage training for customers.
• Regularly monitor customer performance and engagement metrics.
• Develop detailed documentation and reports on customer interactions.
• Partner with sales/support teams for complex customer solutions.
• Identify and execute opportunities for customer service improvements.
• Contribute significantly to team projects and customer retention strategies.
• Provide mentorship and guidance to junior team members.

Skills:
• Strategic Communication: High level of communication skills tailored to various audience needs.
• Customer Insight: Deep understanding of customer behavior and needs.
• Advanced Analytical Skills: Ability to deeply analyze performance metrics.
• Technical Troubleshooting: Proficiency in resolving advanced technical issues.
• In-depth Product Knowledge: Comprehensive knowledge of all product features and updates.
• Leadership: Ability to provide guidance and mentorship to peers.
• Customer Advocacy: Promote customer interests within the organization.
• Technical Proficiency: Advanced skills with CRM software and support tools.

Hybrid role - Qualified applicants must be able to commute 2 days per week to a Wolters Kluwer US-based office

Job Qualifications

Education: Bachelor's degree required, Business Health Administration preferred. Advanced degree or equivalent recommended.

Experience:

• 3+ years of experience in SaaS-based customer success, account management, or a related role, with a focus on strategic or enterprise-level customer engagement and value realization
• Healthcare background, preferred - including:
  
  • Knowledge of clinical decision support (CDS) products and awareness of the competition and market differentiators
  • Knowledge of EHRs and workflows
  • Understanding of the healthcare industry, including medical devices, healthcare regulations, and clinical environments and workflows
  • Awareness of challenges faced by healthcare organizations, such as patient outcomes, compliance, and cost pressures

Other Knowledge, Skills, Abilities or Certifications:

• Excellent project management skills
• Detail-oriented, self-motivated, and excellent multitasking skills
• Familiarity with customer success platforms and CRMs (Salesforce, etc.)
• Data-oriented, consultative approach to promote product utilization with customers
• Proven ability to quickly establish rapport with all level of personnel up to and including C-suite executives
• Excellent presentation, oral, and written communication skills to effectively engage with C-level executives and cross-functional teams

Our Interview Practices

To maintain a fair and genuine hiring process, we kindly ask that all candidates participate in interviews without the assistance of AI tools or external prompts. Our interview process is designed to assess your individual skills, experiences, and communication style. We value authenticity and want to ensure we're getting to know you-not a digital assistant. To help maintain this integrity, we ask to remove virtual backgrounds and include in-person interviews in our hiring process. Please note that use of AI-generated responses or third-party support during interviews will be grounds for disqualification from the recruitment process.

Applicants may be required to appear onsite at a Wolters Kluwer office as part of the recruitment process.

Compensation:
$76,600.00 - $133,750.00 USD

This role is eligible for Bonus.

Compensation range listed is based on primary location of the position. Actual base salary offer is influenced by a wide array of factors including but not limited to skills, experience and actual hiring location. Your recruiter can share more information about the specific offer for the job location during the hiring process.

Additional Information:

Wolters Kluwer offers a wide variety of competitive benefits and programs to help meet your needs and balance your work and personal life, including but not limited to: 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 upon request.