Customer Success Manager

Wolters Kluwer•Houston, TX

3d•Onsite

About The Position

The Customer Success Manager (CSM), Professional Services serves as a strategic liaison between customers, Sales Executives, Solutions Consultants, Professional Services, Operations, Product, and other internal stakeholders to ensure successful transitions from sales through project completion and ongoing customer satisfaction. This role is responsible for supporting complex customer engagements from initial scoping through delivery. The CSM partners closely with Sales and customers to understand business needs, gather requirements, define project scope, and ensure all necessary information is captured to support accurate quoting, order submission, project execution, and successful outcomes. The Customer Success Manager supports the sales and project lifecycle by responding to inbound customer and sales quote requests, conducting account research, identifying requirements and dependencies, and partnering with internal teams to develop accurate quotes and Statements of Work (SOWs). The CSM also ensures that all order submission requirements and deliverables are thoroughly documented and contain the information needed to execute the project effectively and deliver the desired customer outcome. As a trusted advisor throughout the customer lifecycle, the CSM facilitates cross-functional collaboration, communicates effectively with Sales and customers, helps resolve issues, and proactively identifies opportunities to improve the customer experience and create additional account value. The role is critical to accelerating the project lifecycle, ensuring timely and high-quality deliverables, and strengthening long-term customer relationships. A strong understanding of the sales organization, product offerings, professional services, and fulfillment processes is essential. The CSM will also identify opportunities for up-selling and cross-selling that align with customer needs and contribute to revenue growth.

Requirements

5-7 years post-secondary education in a related field or equivalent related work experience
At least three years in a similar role (Client Service/Account Management/Customer Success/Sales Support)
Specialized knowledge of or experience with iLien products and projects related to customer engagement.
Experience working with the following WKLS internal applications: Pricing Central, Verifile, iLien platform, and Account Tools.
Strong written and verbal skills to communicate confidently and effectively across several internal teams and other Sales Support team members.
Proficiency in Microsoft Office and Salesforce.com, effective written and verbal communication, and a collaborative team-oriented attitude are essential.
Thrive in a fast-paced environment, prioritizing multiple requests and deadlines while meeting and exceeding performance metrics.
Demonstrate a proactive mindset and self-motivation in all tasks and responsibilities.
Proven ability to work cross-functionally to resolve technical, procedural, service or operational issues.
Experience with data analysis and providing consulting services.
Exhibit a passion for learning sales processes and related tools or technologies, including platforms such as Salesforce.com.
Embrace a collaborative mindset and actively participate in a robust team environment.
Work collaboratively with Sales team members and other support departments to achieve common goals.
Show a strong desire to develop expertise in the lead-to-order process.
Experience in using PowerPoint or other presentation software to create internal and customer-facing materials.
Proficient in Microsoft Office Suite applications (Word, Excel, PowerPoint, Outlook).

Nice To Haves

Experience with Smartsheet for project and task management is helpful.
Programs and Certifications completed for professional development such as Lean Six Sigma, Scrum Master, PMP, CPSP, etc. desired.

Responsibilities

Perform activities across the quote-to-order fulfillment lifecycle, including assistance in preparation of price quotes, assistance in drafting Statements of Work, researching customer project history, project management of key engagements and other activities defined as Customer Success Manager responsibilities.
Partner with Sales, the customer, and other internal departments, coordinating project communications and issue resolutions, fostering strong relationships with sales executives, customer support reps, and fulfillment teams.
Guide and assist Sales or customers with their initial and/or repeat projects to increase quality, customer satisfaction, expediting the revenue realization process and creating efficiency in the projects and sales teams.
Assess, research, and address post-project inquiries from customers, Sales, and Client Support.
Demonstrate self-motivation, enthusiasm, a positive attitude, and the ability to work with minimal instruction, contributing as a proactive team player with a strong focus on attention to detail.
Facilitate the transition from Sales to the Professional Services team upon the execution of a Statement of Work, providing knowledge transfer and communications with the customer on designated projects. This may include collaboration with other WK functions to ensure a smooth transition and project execution.
Facilitate discussions with customers on complex or technical requirements in a manner that the customer understands, thereby removing the responsibility from the sales executive.
Facilitate complex or non-traditional project requests derived from customer or product needs.
Document processes, identify potential improvements in workflows, and leverage tools and technology to enhance efficiency and maintain customer satisfaction.
Complete assigned tasks by pre-established deadlines and handle confidential or proprietary content appropriately.
Utilize a project management skillset to manage multiple day-to-day activities surrounding specific order or project types to mitigate errors, prioritize tasks, and meet deadlines to ensure order fulfillment of a high-quality deliverable on time, and maintain customer satisfaction.