Bilingual Customer Success Manager

2 months ago

Hull, Kingston upon Hull, United Kingdom Wolters Kluwer Full time
About the Role

We are seeking a highly skilled and experienced Bilingual Customer Success Manager to join our team at Wolters Kluwer. As a key member of our customer success team, you will play a critical role in driving the success of our customers and contributing to the growth and evolution of our customer success strategies.

Key Responsibilities
  • Customer Success Strategy: Contribute to the definition of the CSM proposition with key stakeholders, including who does and doesn't qualify for customer success management.
  • Team Growth Strategy: Contribute to the definition of the initial strategy for the future growth of the team, factoring in the movement from on-premise software to the adoption of cloud products.
  • Cloud Customer Management: Work with internal teams to build management information for cloud customers, as the cloud products are launched.
  • CSM Processes: Accountable for the CSM processes across each touch point of our customer journey from sales to professional services.
  • Customer Relationship Management: Own the relationship with assigned customers, including consultation, training, adoption, retention, and satisfaction.
  • Strategic Advisory: Establish relationships as a trusted and strategic advisor to help ensure the continued value of our products and services.
  • Customer Success Metrics: Develop and maintain customer success strategies and best practices, as well as customer success metrics and data as required/directed.
Requirements
  • Customer-Facing Experience: Experience in a customer-facing role with a track record of helping customers achieve business outcomes.
  • Project Management: Strong project management skills, to effectively manage own time and meet deadlines.
  • Creative Problem-Solving: Creative problem-solving skills and a keen eye for detail.
  • Education: Bachelor's degree or equivalent.
  • Industry Experience: Experience in the accounting software industry is desirable but not essential. Experience in delivering software solutions to customers is essential.
  • Technical Skills: Knowledge of Salesforce and project management tools and methodology.
About Wolters Kluwer

We provide expert software and information solutions that the world's leading professionals rely on, in the moments that matter most. 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.

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