Customer Success Specialist

$74,550 - $103,200/Yr

Wolters Kluwer - Boston, MA

Full-time - Mid Level

Boston, MA

Publishing Industries

About the position

The Customer Success Specialist - Project Manager is responsible for managing client license portfolios and ensuring the successful implementation of CT Corporation's Business License Services. This role serves as the primary contact for customers and internal teams, overseeing the onboarding process, managing project scope, and ensuring customer satisfaction while balancing time, budget, and quality.

Responsibilities

• Collaborate with business partners and colleagues for project planning and customer onboarding.
• Understand customer needs to ensure satisfaction while meeting business goals.
• Develop and implement detailed project plans to monitor progress and manage changes in scope, schedule, and cost.
• Develop project objectives and scopes, involving all relevant stakeholders.
• Interpret and handle system builds of client license portfolios.
• Compile licensing data for internal and client-facing communications.
• Assist service team members with license research and filing orders.
• Adapt to drive and accommodate varied projects as necessary.
• Create and maintain project documentation.
• Gather or create resources/materials specific to projects for successful customer onboarding.
• Identify and report opportunities to increase team efficiency and collaborate on company-wide initiatives.
• Exercise discretion and independent judgment in all tasks.

Requirements

• Bachelor's Degree in Liberal Arts, Business, Management, or related discipline; OR 5 years of consultative customer service and/or project management experience if no degree.
• Minimum 3 years of consultative customer service, licensing field, or project management experience.
• Experience in delegating responsibilities to team members and providing high-level customer support.
• Ability to build strong relationships with customers and team members.
• Experience in generating revenue through cross-selling or up-selling.
• Ability to meet deadlines for multiple concurrent projects and implement process improvements.
• Strong analytical, problem-solving, organizational, time-management, and multitasking skills.
• Proficient in written and verbal communication.
• Strong knowledge of the World Wide Web and Microsoft Office Suite (Word, Excel, PowerPoint, Outlook).
• Experience using Salesforce.

Nice-to-haves

• 5 years of consultative customer service and/or account management experience.
• Expert knowledge of CT business practices, processes, products, and services.
• Strong knowledge of process and project management standards and practices.

Benefits

• Competitive salary range of $74,550-$103,200 based on location and experience.