NOTE: This is a hybrid position, where you will go into an office twice a week (or 8 days a month).
The Customer Success Manager, who will be responsible for the digital implementation of designing, developing, executing, and measuring the results of customer-facing digital and self-service programs and initiatives. These programs shall relate to areas including, but not limited to customer retention, increasing the use of HLRP solutions, self-service, Voice of Customer, consistent customer messaging, product launch requirements from the Global Customer Services perspective ensuring these teams receive needed assets/resources/training necessary to provide superior customer support.
In collaboration with key stakeholders, the role is responsible for ensuring accurate and consistent experiences throughout the lifecycle of the customer and internal employees. The candidate must have demonstrated experience in creating, executing, and measuring digital solutions, both internal and external. Working with Artificial Intelligence and self-service solutions is preferred.
Working within a supportive team and closely with the Director of Customer Experience/Service, the candidate will take full ownership of a range of issues and manage these through to resolution. This ensures seamless integration with HLRP clients’ business processes as we work to efficiently resolve customer issues related to our products, tools, and services. Daily activities require liaising with other departments and fully diagnosing problems that have been submitted directly by end users and administrators, and/or escalated from our teams. Requires strong partnerships with key stakeholders and business partners including Sales, Product Development, Marketing, Training and Quality (TAQ), Customer Service, Online Product Support, Society Member Care, Data Control, and Global Business Services. Requires excellent communication, collaboration, and leadership skills to impact and influence change, with the goal of driving measurable results for both our internal and external customers.
https://www.wolterskluwer.com/en/health
Essential Duties
- Align customer experience standards of excellence to the WK HLRP company goals and objectives.
- Maintain a deep technical understanding of Wolters Kluwer’s platforms, products, and technology.
- Support self-service initiatives by contributing content for customer-facing and internal Knowledgebases, Chatbots, email automation, and other similar projects.
- Provide support to customers in both pre- and post-sales efforts. In each situation the aim is to meet and exceed customer expectations as well as be alert to commercial service opportunities.
- Provide proactive outreach to new and existing customers to initiate implementation of software and/or keep process flow going for implementations.
- Aid in the creation of demonstration resources for software products and client-focused services
- Manage a small team of employees that have a wide range of job duties, prioritizing their workload and still meeting the needs of the business and other operating units.
- Document processes and procedures, including updates/changes.
- Works with all departments to identify KPIs, and that all SLA goals are met.
- Maintains an understanding of emerging industry experience and technology trends, leveraging knowledge to guide the execution of digital strategies.
Job Qualifications
Education:
- Required: Bachelor’s degree or equivalent experience
- Desirable: Degree level in Computer Science, Digital Marketing, or a relevant field
Experience:
- 3+ years of people management experience (managing direct reports, not project based leadership)
- 3+ years of digital marketing experience, including search, content, email, and social.
- 3+ years of website design and implementation
- Experience with AI across all communication channels (phone, email, chat), and can tie that experience to transform our current platforms.
- Deep understanding of digital marketing strategy
- Proficiency with Microsoft Office and Google Analytics
- The candidate must have demonstrated experience in creating, executing, and measuring ROI of customer-facing programs, including the creation of reports, and the ability to analyze data to make changes to ongoing campaigns.
- Experience with Customer Experience, Human-Centered Computing, and/or UX design principles
- Success managing projects and coordinating efforts with cross-functional teams.
Other Knowledge, Skills, and Abilities:
- Ability to work with cross-functional teams.
- A proactive nature
- High accountability
- Excellent communication, both spoken and written.
- Problem-solving
- Highly motivated and results-focused
- Good project and time management skills
- Articulate, well-presented, and comfortable in front of customers, peers, and executive teams.
- Ability to foster a positive environment.
- Strong analytical skills
- Flexible and supportive approach to teamwork
- Knowledge of medical software technology/information
- Professional experience in an STM Publishing company
Travel Requirements
Up to 15% depending on business conditions.
Physical Demands
Those of a normal office environment; those involved in traveling to out-of-state locations; presenting and demonstrating in front of live audiences.
Compensation:
Target salary range CA, CT, CO, HI, NY, WA: $93,400-$130,600