Senior Customer Success Specialist

Senior Customer Success Specialist

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

• 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 and 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.

Qualified applicants must be able to commute two days per week to a Wolters Kluwer US-based office.

• 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.

• 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, focusing on strategic or enterprise‑level customer engagement and value realization.
• Healthcare background preferred, including knowledge of clinical decision support products, EHRs and workflows, and an understanding of the healthcare industry, regulations, and clinical environments.
• Other knowledge, skills, and abilities:
  Excellent project management skills, detail‑oriented self‑motivation and 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 levels of personnel up to C‑suite executives, and excellent presentation, oral, and written communication skills.

Target salary range (CA, CT, CO, DC, HI, IL, MA, MD, MN, NY, RI, WA): $95,560 - $133,750.