Customer Success Manager

1 week ago

Macquarie Park, Australia Wolters Kluwer Full time

Job Summary

As a Customer Success Manager, you will deep dive into customer needs while retaining, re-engaging and growing the customers. Your growing understanding of our products and services will enhance customer satisfaction, and you will have increased authority to negotiate service terms.

We are looking for an experienced Customer Success Specialist to join a vibrant and high performing team of professionals within the Customer Success division.

Responsibilities:

- Work as a strategic partner to executive-level business and technical decision makers to support customers in defining and realizing their transformational outcomes using the CCH Tax and Legal product suite.
- Drive customer satisfaction and services revenue in partnership with Wolters Kluwer pre-sales & consulting services through the delivery of client success plans.
- Identify areas of improvement for customers and deliver high-impact insights and mentorship to proactively navigate risk and build client loyalty.
- Be the voice of the customer, working closely with product and technical service teams to improve the customer experience.
- Facilitate an outstanding onboarding and renewal experience.
- Report directly to the Head of Customer Success APAC, contributing to the vision and strategy for the Enterprise Customer Success portfolio.

About You:

- 5+ years of industry, support, or management consulting experience
- Expertise in any of the following domains (preferred): Tax & Compliance Reporting, Tax Data Management, Tax Automation Software & Technologies
- Demonstrated success in generating revenue, proactively managing risk, and building long-term partnerships across corporate and financial services markets
- Strong interpersonal skills and the ability to work with customers at the C level
- Strong knowledge of service delivery processes: time, scope, and priority management skills
- Experience in navigating complex technology environments and customer use-cases
- Strong interpersonal, presentation and communication skills
- A love for helping customers to optimise their use of technology and information
- A drive to solve the root-cause of problem scenarios as they arise

Our Values

Wolters Kluwer continuously strives for an inclusive company culture in which we attract, develop, and retain high-performing, productive, engaged, and diverse talent to deliver on our strategy. As a global company, having a diverse workforce from different backgrounds, nationalities, races, genders, gender identities, ages, sexual orientations, physical disabilities, religions, expertise, and talents is of the utmost importance.

We pride ourselves on our culture, which promotes inclusion, accessibility and flexible working arrangements.

Culture and Benefits

We care for our people and a part of that we offer:

- Flexible Working Arrangement -Introducing Work from Anywhere (promoting work life balance)
- Learning and Development opportunities
- Access to health and wellness programs
- Parental leave benefits that exceed legislative requirements
- The opportunity to work within a global organization with experienced leaders
- You can learn more about what we do by visiting our:_
- Website :_

Wolters Kluwer Australia | Wolters Kluwer
- YouTube link:_
- Applicants may be required to appear onsite at a Wolters Kluwer office as part of the recruitment process._

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