Hybrid role out of one of the listed office locations.
The Customer Success Specialist – Project Manager is responsible for the end-to-end management of client license portfolios, to include the successful implementation and release of CT Corporation's Business License Services by applying specialized knowledge. In this capacity, the Specialist will serve as the main point of contact for the customer and internal business partners. They are responsible for coordinating, planning, organizing, and directing the on-boarding process, which includes managing the completion of work by other team members/teams. Throughout the process, they handle risk and issue management, planning/resource scheduling, and scope management (balancing time, budget/customer spend, and quality). The ideal candidate should have a combination of strong project management skills, ability to lead/guide other team members/departments, data analysis capabilities, knowledge of corporate governance, strong customer service fundamentals, ability to solve business problems using technology, and strong MS Excel skills. They must be able to work independently (exercise discretion and independent judgment).
Essential Duties And Responsibilities
- Effectively collaborate with business partners and colleagues to assist in project planning and successful on-boarding of customers (e.g., Sales/Business Consultants, offshore team(s), Account Coordinator team, other internal BL groups and teams)
- Understand the needs and requirements of the customer to ensure satisfaction while meeting business goals
- Responsible for the development/implementation of a detailed project plan to monitor progress. This includes managing any changes in project scope, schedule, and/or cost
- Responsible for developing project objectives and scopes, and involving all relevant stakeholders
- Interpret and handle system builds of client license portfolios
- Compile licensing data into both internal and client-facing communications
- Work with other service team members to help with the fulfillment of license research and filing orders
- Pivot when necessary to drive and accommodate varied projects
- Create and maintain project documentation
- Gather or create resources/materials specific to projects which will ultimately ensure the successful on-boarding of the customer
- Participate in organizational activities to meet or exceed company objectives by identifying and reporting opportunities to increase individual and/or team efficiency; applying subject matter expertise to special projects that will help achieve company objectives; and collaborating with peers to develop and advance company-wide initiatives and strategies
- Must be able to exercise discretion and independent judgment
- Represents Wolters Kluwer within the industry by developing and maintaining comprehensive knowledge of Wolters Kluwer products, industry trends and general business and financial acumen through various sources and initiatives; communicating in a professional, compelling, and articulate manner of speech, writing and formal presentation; behaving in ways that demonstrate corporate core values and culture; developing professional and positive relationships with customers and colleagues; and maintaining a reputation of competence, integrity and professionalism
Other Duties
Proactively pursue professional development activities (e.g., establishing personal networks).
Manage time and company resources appropriately.
Perform other duties as requested by management.
Job Qualifications
Education:
Minimum: Bachelor’s Degree in Liberal Arts, Business, Management, or related discipline; OR, if no degree, 5 years of consultative customer service, and/or project management, or equivalent.
Preferred: None.
Experience:
Minimum: 3 years of consultative customer service, and/or working in the licensing field, and/or project management experience (or equivalent), including:
- Delegating responsibilities to team members
- Providing high-level customer support to internal and external customers
- Building strong relationships with customers and team members
- Generating revenue (e.g., cross-selling, up-selling)
- Meeting deadlines for multiple concurrent projects
- Identifying and/or implementing process improvements
- Working independently and in a team environment
- Demonstrating project management skills
- Demonstrating strong analytical and problem-solving skills
- Demonstrating strong organizational, time-management and multitasking skills
- Demonstrating strong written and verbal communication
- Demonstrating strong knowledge of the World Wide Web
- Utilizing the Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)
- Utilizing Salesforce
Preferred: 5 years of consultative customer service and/or account management experience, including:
- Demonstrating an expert knowledge of CT business practices, processes, products, and services
- Demonstrating strong knowledge of process and project management standards and practices
Other Knowledge, Skills, Abilities or Certifications:
- Exceptional interpersonal skills to communicate with partner representatives, government agencies, colleagues, and clients
- Use of considerable tact and discretion when dealing with partners, clients, or sensitive data
- Ability to adapt to changing regulatory environment
- Ability to work independently, handle pressure, multi-task, and prioritize
- Excellent organizational and communication (both verbal and written) skills
- Ability and desire to work in a fast-paced environment
- Outstanding skills using personal computers in a Windows-based environment (including Microsoft Office Suite and Adobe PDF)
- Excellent attention to detail, and high degree of accuracy and consistency
Travel Requirements
- Domestic travel less than 10% of work time (e.g., training, seminars, client visits).
- Ability to travel by air.
- Ability to travel independently.
Physical Demands
Normal office environment.
The above statements are intended to describe the general nature and level of work being performed by most people assigned to this job. They re not intended to be an exhaustive list of all duties and responsibilities and requirements.
Compensation:
Target salary range CA, CT, CO, Hi, NY, WA: $74,550-$103,200
