Senior Customer Success Specialist
As a Senior Customer Success Specialist, you will play a pivotal role in our customer success strategy by overseeing more 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. Responsibilities include overseeing advanced customer onboarding, managing escalated customer inquiries, providing highly specialized troubleshooting and problem resolution, conducting advanced product usage training for customers, regularly monitoring customer performance and engagement metrics, developing detailed documentation and reports on customer interactions, partnering with sales/support teams for complex customer solutions, identifying and executing opportunities for customer service improvements, contributing significantly to team projects and customer retention strategies, and providing mentorship and guidance to junior team members. Skills include strategic communication, customer insight, advanced analytical skills, technical troubleshooting, in-depth product knowledge, leadership, customer advocacy, and technical proficiency with CRM software and support tools. Hybrid role - qualified applicants must be able to commute 2 days per week to a Wolters Kluwer US-based office. Job Qualifications: 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, with a focus on strategic or enterprise-level customer engagement and value realization. Healthcare background preferred - including knowledge of clinical decision support (CDS) products and awareness of the competition and market differentiators, knowledge of EHRs and workflows, understanding of the healthcare industry, including medical devices, healthcare regulations, and clinical environments and workflows, and awareness of challenges faced by healthcare organizations, such as patient outcomes, compliance, and cost pressures. Other Knowledge, Skills, Abilities or Certifications: Excellent project management skills, detail-oriented, self-motivated, and excellent 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 level of personnel up to and including C-suite executives, and excellent presentation, oral, and written communication skills to effectively engage with C-level executives and cross-functional teams. Our Interview Practices
To maintain a fair and genuine hiring process, we kindly ask that all candidates participate in interviews without the assistance of AI tools or external prompts. Our interview process is designed to assess your individual skills, experiences, and communication style. We value authenticity and want to ensure we're getting to know younot a digital assistant. To help maintain this integrity, we ask to remove virtual backgrounds and include in-person interviews in our hiring process. Please note that use of AI-generated responses or third-party support during interviews will be grounds for disqualification from the recruitment process. Applicants may be required to appear onsite at a Wolters Kluwer office as part of the recruitment process. Compensation: Target salary range CA, CT, CO, DC, HI, IL, MA, MD, MN, NY, RI, WA: $95,560 - $133,750
As a Senior Customer Success Specialist, you will play a pivotal role in our customer success strategy by overseeing more 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. Responsibilities include overseeing advanced customer onboarding, managing escalated customer inquiries, providing highly specialized troubleshooting and problem resolution, conducting advanced product usage training for customers, regularly monitoring customer performance and engagement metrics, developing detailed documentation and reports on customer interactions, partnering with sales/support teams for complex customer solutions, identifying and executing opportunities for customer service improvements, contributing significantly to team projects and customer retention strategies, and providing mentorship and guidance to junior team members. Skills include strategic communication, customer insight, advanced analytical skills, technical troubleshooting, in-depth product knowledge, leadership, customer advocacy, and technical proficiency with CRM software and support tools. Hybrid role - qualified applicants must be able to commute 2 days per week to a Wolters Kluwer US-based office. Job Qualifications: 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, with a focus on strategic or enterprise-level customer engagement and value realization. Healthcare background preferred - including knowledge of clinical decision support (CDS) products and awareness of the competition and market differentiators, knowledge of EHRs and workflows, understanding of the healthcare industry, including medical devices, healthcare regulations, and clinical environments and workflows, and awareness of challenges faced by healthcare organizations, such as patient outcomes, compliance, and cost pressures. Other Knowledge, Skills, Abilities or Certifications: Excellent project management skills, detail-oriented, self-motivated, and excellent 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 level of personnel up to and including C-suite executives, and excellent presentation, oral, and written communication skills to effectively engage with C-level executives and cross-functional teams. Our Interview Practices
To maintain a fair and genuine hiring process, we kindly ask that all candidates participate in interviews without the assistance of AI tools or external prompts. Our interview process is designed to assess your individual skills, experiences, and communication style. We value authenticity and want to ensure we're getting to know younot a digital assistant. To help maintain this integrity, we ask to remove virtual backgrounds and include in-person interviews in our hiring process. Please note that use of AI-generated responses or third-party support during interviews will be grounds for disqualification from the recruitment process. Applicants may be required to appear onsite at a Wolters Kluwer office as part of the recruitment process. Compensation: Target salary range CA, CT, CO, DC, HI, IL, MA, MD, MN, NY, RI, WA: $95,560 - $133,750