Customer Success Specialist

$74,550 - $103,200/Yr

Wolters Kluwer - Madison, WI

Full-time - Mid Level

Madison, WI

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 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.
• Manage changes in project scope, schedule, and cost.
• Develop project objectives and scopes involving relevant stakeholders.
• Interpret and handle system builds of client license portfolios.
• Compile licensing data for internal and client 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 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 relevant experience without a degree.
• Minimum 3 years of consultative customer service, licensing, or project management experience.
• Experience in delegating responsibilities to team members.
• Providing high-level customer support to internal and external customers.
• Building strong relationships with customers and team members.
• Generating revenue through cross-selling or up-selling.
• Meeting deadlines for multiple concurrent projects.
• Identifying and implementing process improvements.
• Working independently and in a team environment.
• Demonstrating project management skills and strong analytical abilities.
• Strong organizational, time-management, and multitasking skills.
• Excellent written and verbal communication skills.
• Proficient in Microsoft Office Suite and Salesforce.