Customer Success Manager - Digital Implementation (Hybrid)

$93,400 - $130,600/Yr

Wolters Kluwer - Waltham, MA

Full-time

Hybrid - Waltham, MA

Publishing Industries

About the position

The Customer Success Manager will play a pivotal role in the digital implementation of customer-facing programs and initiatives at Wolters Kluwer. This hybrid position requires the individual to work in the office twice a week, focusing on designing, developing, executing, and measuring the results of various digital and self-service programs. These initiatives will primarily target customer retention, the increased utilization of HLRP solutions, and the enhancement of self-service options. The role also emphasizes the importance of consistent customer messaging and the successful launch of products from a Global Customer Services perspective, ensuring that teams have the necessary assets, resources, and training to deliver exceptional customer support. In collaboration with key stakeholders, the Customer Success Manager will ensure that both customers and internal employees experience accurate and consistent interactions throughout their lifecycle. The ideal candidate will have a proven track record in creating, executing, and measuring digital solutions, with a preference for experience in Artificial Intelligence and self-service technologies. This position requires a supportive team environment and close collaboration with the Director of Customer Experience/Service, where the candidate will take full ownership of various issues and manage them to resolution. This ensures seamless integration with HLRP clients' business processes, facilitating efficient resolution of customer issues related to products, tools, and services. Daily responsibilities will include liaising with other departments to diagnose problems submitted by end users and administrators, as well as those escalated from internal teams. Strong partnerships with key stakeholders across Sales, Product Development, Marketing, Training and Quality (TAQ), Customer Service, Online Product Support, Society Member Care, Data Control, and Global Business Services are essential. The role demands excellent communication, collaboration, and leadership skills to influence change and drive measurable results for both internal and external customers.

Responsibilities

• Align customer experience standards of excellence to the WK HLRP company goals and objectives.
• Maintain a deep technical understanding of Wolters Kluwer's platforms, products, and technology.
• Support self-service initiatives by contributing content for customer-facing and internal Knowledgebases, Chatbots, email automation, and other similar projects.
• Provide support to customers in both pre- and post-sales efforts, aiming to meet and exceed customer expectations and identify commercial service opportunities.
• Provide proactive outreach to new and existing customers to initiate implementation of software and maintain process flow for implementations.
• Aid in the creation of demonstration resources for software products and client-focused services.
• Manage a small team of employees, prioritizing their workload while meeting the needs of the business and other operating units.
• Document processes and procedures, including updates and changes.
• Work with all departments to identify KPIs and ensure all SLA goals are met.
• Maintain an understanding of emerging industry experience and technology trends to guide the execution of digital strategies.

Requirements

• Bachelor's degree or equivalent experience required; degree in Computer Science, Digital Marketing, or a relevant field is desirable.
• 3+ years of people management experience, specifically managing direct reports.
• 3+ years of digital marketing experience, including search, content, email, and social media.
• 3+ years of website design and implementation experience.
• Experience with AI across all communication channels (phone, email, chat) and the ability to leverage that experience to transform current platforms.
• Deep understanding of digital marketing strategy and proficiency with Microsoft Office and Google Analytics.
• Demonstrated experience in creating, executing, and measuring ROI of customer-facing programs, including report creation and data analysis for ongoing campaign adjustments.
• Experience with Customer Experience, Human-Centered Computing, and/or UX design principles.
• Proven success in managing projects and coordinating efforts with cross-functional teams.

Nice-to-haves

• Knowledge of medical software technology/information.
• Professional experience in an STM Publishing company.