Customer Success Specialist ( Project Manager ) – Hybrid USA R0050288 | FCC | CT Corporation System (DE)

About the Role:

THIS ROLE IS A Customer Success Specialist ( Project Manager ) SUPPORTING THE BUSINESS LICENSE HUB ON THE BUSINESS LICENSE ONBOARDING TEAM.

As a Customer Success Specialist ( Project Manager ), you will build upon your initial customer service experience to manage more integrated aspects of the customer lifecycle. You will support various post-sales activities, assist with product usage training, and ensure that customers effectively engage with our solutions. Your work will contribute significantly to customer retention and satisfaction. Must be legally authorized to work in the USA permanently.

Work Arrangement

Hybrid: Eight days a month we come together in the closest office within 50 miles to experience the value of connecting with colleagues. You will report to the [Manager, Customer Service Operations], and work under the leadership of the [Associate Director, Customer Success]. This role is a part of [FCC | CT Corporation System (DE)] Please view the site office location directory for potential office preferences nationwide. https://bit.ly/Find_A_WK_Office

Division/BU About Us: FCC | CT Corporation System (DE) https://www.wolterskluwer.com/en/about-us/organization/financial-and-corporate-compliance

Required Job Qualifications (Min. 3yr experience)

Must be legally authorized to work in the USA permanently.

Product Knowledge: In-depth understanding of product features and benefits.

Project Management: Basic project management skills to handle varied tasks.

Customer Relationship Management : Skills to manage and nurture customer relationships.

Technical Proficiency: Intermediate proficiency with CRM and other customer support software.

Analytical Skills : Use basic data to identify trends and insights.

Problem Solving: Intermediate problem-solving capabilities for resolving customer issues.

Training Skills: Ability to convey information effectively during training sessions.

Advanced Communication: Effective verbal and written communication skills.

Essential Duties and Responsibilities

Support more complex customer onboarding processes.

Handle multiple customer inquiries with increasing complexity.

Assist in resolving intermediate technical issues and troubleshooting.

Conduct intermediate product training sessions for customers.

Monitor and analyze customer usage patterns.

Document and communicate recurring customer feedback to the team.

Collaborate with sales and support teams on customer issues.

Identify and escalate critical customer issues.

Recommend product/service improvements based on customer feedback.

Assist in development and refinement of onboarding materials.

Additional Information

Wolters Kluwer offers great benefits and programs to help meet your needs and balance your work and personal life, including: Medical, Dental, & Vision Plans, 401(k), FSA/HSA, Commuter Benefits, Tuition Assistance Plan, Vacation and Sick Time, and Paid Parental Leave.

Full details of our benefits are available:

https://www.mywolterskluwerbenefits.com/index.html

Company Overview

Wolters Kluwer (EURONEXT: WKL) is a global leader in professional information, software solutions, and services for the healthcare, tax and accounting, financial and corporate compliance, legal and regulatory, and corporate performance and ESG sectors. We help our customers make important decisions every day by providing expert solutions that combine deep domain knowledge with specialized technology and services.

Wolters Kluwer reported 2022 annual revenues of €5.5 billion. The group serves customers in over 180 countries, maintains operations in over 40 countries, and employs approximately 20,000 people worldwide. We are headquartered in Alphen aan den Rijn, the Netherlands.

• Ranked by Forbes Magazine as among America’s Best Large Employers for 2022 - #84

• Wolters Kluwer secures 2nd place in Newsweek's Most Trustworthy Companies List 2023

• WK #1 for gender equality in the workplace in the Netherlands & #47 worldwide for 2023

Disclaimer: The above statements are intended to describe the general nature and level of work being performed. They are not intended to be an exhaustive list of all responsibilities and requirements. The job description provided is subject to revision and modification at any time.

DE – Wilmington, Orange St

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Applicants may be required to appear onsite at a Wolters Kluwer office as part of the recruitment process.

EQUAL EMPLOYMENT OPPORTUNITY Wolters Kluwer U. S. Corporation and all of its subsidiaries, divisions and customer/business units is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.