Customer Success Lead

Customer Success Lead

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.