Customer Success Specialist

$74,550 - $103,200/Yr

Wolters Kluwer - Chicago, IL

Full-time - Mid Level

Chicago, IL

Publishing Industries

About the position

The Customer Success Specialist - Project Manager at Wolters Kluwer is responsible for managing client license portfolios and ensuring the successful implementation of 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. The ideal candidate will possess strong project management skills, data analysis capabilities, and a solid understanding of corporate governance, along with excellent customer service and MS Excel skills.

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 contribute to company-wide initiatives.

Requirements

• Bachelor's Degree in Liberal Arts, Business, Management, or related discipline, or 5 years of relevant experience without a degree.
• Minimum 3 years of consultative customer service, licensing field, or project management experience.
• Experience in delegating responsibilities to team members.
• High-level customer support experience for internal and external customers.
• 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.
• Experience in identifying and implementing process improvements.
• Ability to work independently and in a team environment.
• Demonstrated project management skills.
• Strong analytical and problem-solving skills.
• Strong organizational, time-management, and multitasking skills.
• Excellent written and verbal communication skills.
• Strong knowledge of the World Wide Web.
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook).
• Experience using Salesforce.