Customer Success Manager (USA-Hybrid)

$74,550 - $103,200/Yr

Wolters Kluwer - Waltham, MA

Full-time - Mid Level

Hybrid - Waltham, MA

Publishing Industries

About the position

The Customer Success Manager at Wolters Kluwer Health Clinical Surveillance and Compliance is responsible for ensuring that customers achieve their desired outcomes while utilizing the company's services. This role involves guiding new customers through onboarding, building strong relationships, addressing customer inquiries, and monitoring customer satisfaction to enhance their experience. The CSM also collaborates with various internal teams to align strategies and drive overall success, focusing on customer retention and long-term loyalty.

Responsibilities

• Develop strong relationships with customers, connecting with key business executives and stakeholders and preparing sales reports.
• Answer client queries, interact with production daily, and identify new business opportunities among existing customers.
• Negotiate service/product terms with customers in line with guidelines set by management.
• Liaise with cross-functional internal teams (including Production, Projects, Customer Service, Product Development, and Sales departments) to improve the entire customer experience.
• Ensure client campaign deliveries and complete follow-through activities.
• Develop and execute multi-channel, in-depth integrated proposals and programs leveraging the company's print, digital and online assets.

Requirements

• Bachelor's Degree or equivalent relevant experience
• 2+ years working in Account Management or Sales or other equivalent experience
• Working understanding of business, financials, products/services and the market
• Excellent communication (both written & oral) and presentation skills
• Ability to manage own territory/account and monitor resources accordingly

Benefits

• Medical, Dental, & Vision Plans
• 401(k)
• FSA/HSA
• Commuter Benefits
• Tuition Assistance Plan
• Vacation and Sick Time
• Paid Parental Leave