Senior Customer Success Specialist

Wolters Kluwer • Chicago, IL

3d • $95,560 - $133,750 • Hybrid

About The Position

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.

Requirements

• Strategic Communication: High level of communication skills tailored to various audience needs.
• Customer Insight: Deep understanding of customer behavior and needs.
• Advanced Analytical Skills: Ability to deeply analyze performance metrics.
• Technical Troubleshooting: Proficiency in resolving advanced technical issues.
• In-depth Product Knowledge: Comprehensive knowledge of all product features and updates.
• Leadership: Ability to provide guidance and mentorship to peers.
• Customer Advocacy: Promote customer interests within the organization.
• Technical Proficiency: Advanced skills 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
• Bachelor’s degree required, Business Health Administration preferred.
• Advanced degree or equivalent recommended.
• 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
• 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
• Excellent presentation, oral, and written communication skills to effectively engage with C-level executives and cross-functional teams

Nice To Haves

• 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
• Awareness of challenges faced by healthcare organizations, such as patient outcomes, compliance, and cost pressures

Responsibilities

• Oversee advanced customer onboarding.
• Manage escalated customer inquiries.
• Provide highly specialized troubleshooting and problem resolution.
• Conduct advanced product usage training for customers.
• Regularly monitor customer performance and engagement metrics.
• Develop detailed documentation and reports on customer interactions.
• Partner with sales/support teams for complex customer solutions.
• Identify and execute opportunities for customer service improvements.
• Contribute significantly to team projects and customer retention strategies.
• Provide mentorship and guidance to junior team members.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level