Customer Success Advisor

Job Summary

The Customer Success Associate (CSA) is responsible for building and maintaining post sales strategic relationships with Enablon assigned accounts.  This role will serve as a trusted advisor to accounts in complex industries, providing strategic vision, technical insights, and domain knowledge to ensure customer success and system adoption. It will focus on Customer Adoption and Retention. 

Within the Customer Success organisation, the CSA leads the account and partners with Executive Account Managers (EAM) and works closely with the Customer to drive adoption of the solutions and work to maintain license renewals.   

This individual demonstrates excellent communication and organisational skills, solid understanding of the Enablon solution and a strong focus on customer satisfaction.

This role reports to the Manager, Customer Success APAC.

Key responsibilities:

• Provide advice and guidance as the Enablon subject matter expert to ensure successful ongoing usage and adoption of the Enablon platform
• Provide technical acumen to fluently discuss product, subject matter domain, best practices, and strategies to achieve results
• Provide strategic sales skills and facilitate the role as trusted advisor to the account
• Design, develop, and implement an innovative strategic account plan with customer requirements to achieve customer satisfaction and account growth
• Coordinate resources, activities, and efforts to mitigate customer issues
• Develop key relationships in an account to diversify client contact touch points and interaction frequency
• Engaging with customer support as a customer advocate to ensure speedy resolution of customer issues
• Engaging with Product management as the customer advocate on product roadmap discussions
• Maintain current functional and technical knowledge of the Enablon Platform
• Act as a domain SME, product SME, and customer advocate to achieve quick customer issue resolution
• Deliver and exceed on all performance targets.
• Serve as the account first line of defense to mitigate issues and prevent troubled customer situations from arising, raising company awareness immediately to avoid deterioration of the account relationship, user satisfaction, or sales opportunities.

Other Duties

• May perform other duties as assigned by supervisor.

Education: 

• Bachelor's degree or equivalent experience in EHS&Q highly recommended
• Fluent in English

About You: 

• 3+ years of experience in an Environmental, Health & Safety (EHS)-related function is required - oil & gas, manufacturing, construction, etc.
• Exposure to and understanding of EHS terminology, required.
• Ability and confidence to communicate at all levels of an organisation including executive-level
• Customer-centric, assertive, self-starter
• Excellent problem-solving skills
• Experience with Enablon software (ORM or EHS), highly preferred.

Other Knowledge, Skills, Abilities or Certifications: 

• Must be customer service oriented and believe in teamwork, collaboration, adaptability & self-initiatives.
• Demonstrable success in thinking strategically, executing tactically while providing consistent and high levels of customer satisfaction and retention in a matrixed environment.
• Excellent analytical skills & problem-solving skills, combined with the ability to provide quick resolution to problems.
• Exceptional verbal and written organizational, presentation, and communication skills.

Travel requirements

• 10%-20% percent travel required depending on quarterly cycles & customer needs.
• Travel will primarily be domestic, though some international travel may be required.

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 as a part of that we offer:

• Flexible Working Arrangement –Work from Anywhere and Hybrid Working (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

Applicants may be required to appear onsite at a Wolters Kluwer office as part of the recruitment process.