Senior Major & Strategic Account Manager - Customer Success Specialist

Permanent remote role. Candidates can apply from anywhere in the U.S.

The Customer Success Specialist is vital in establishing and nurturing strategic post-sales relationships with assigned Enablon accounts. In this position, you will be recognized as a trusted advisor to clients in complex industries, offering strategic vision, technical insights, and domain expertise to ensure customer success and promote system adoption.

Responsibilities:

• Act as the Enablon subject matter expert, providing insight and guidance to ensure optimal usage and adoption of the Enablon platform.
• Leverage technical expertise to engage in discussions about product specifics, industry best practices, and strategic approaches to achieve desired results.
• Serve as an essential technical resource for Enterprise Account Managers and address client inquiries, both formal and informal.
• Build and maintain key relationships within accounts to enhance client contact points and interaction frequency.
• Collaborate with customer support and product management as an advocate for customers to ensure prompt resolution of issues.
• Act as an expert in both the product and domain, advocating for customers to facilitate swift issue resolution.
• Be the first line of defense in handling account issues, proactively mitigating any situations that could threaten customer satisfaction or account relationships.
• Coordinate efforts between clients and internal teams to ensure seamless service delivery.
• Regularly evaluate customer satisfaction and implement improvement strategies.

Skills:

• Industry Expertise: Proven experience in the EHS industry is required.
• Advanced Client Management: Skilled in fostering and sustaining deep client relationships and ensuring customer advocacy in post-sales or professional service environments.
• Strategic Data Analysis: Ability to conduct thorough data analysis.
• Effective Presentation Skills: Proficient in delivering compelling presentations.
• Integrated Coordination: Ability to enable collaboration across multiple teams in a matrixed environment.
• Advanced Sales Knowledge: Comprehensive understanding of various sales methodologies and practices.
• Complex Issue Resolution: Experience in addressing intricate client issues while maintaining high levels of customer satisfaction and retention.

Travel Requirements:

• 10-40% travel required, depending on quarterly cycles and customer needs.

Our Interview Practices:

To ensure a fair and authentic hiring process, we request that candidates participate in interviews without AI tools or external prompts. Our interview process is designed to assess your individual skills and communication style. We value authenticity in getting to know you. As part of this commitment, we ask you to disable virtual backgrounds and participate in in-person interviews when necessary. Please note that using AI-generated responses or third-party support during the interview will lead to disqualification.

Applicants may need to visit a Wolters Kluwer office during the recruitment process.

Compensation:

$57,400.00 - $98,350.00 USD

The compensation range reflects the primary location of the position. The actual salary offer is influenced by various factors including skills, experience, and hiring location. Your recruiter can provide specific offer details during the hiring process.

Additional Information:

Wolters Kluwer offers a competitive range of benefits and programs to support your needs and help you balance work and personal life. Benefits include: Medical, Dental, & Vision Plans, 401(k), FSA/HSA, Commuter Benefits, Tuition Assistance Plan, Vacation and Sick Time, and Paid Parental Leave. Full details of our benefits are available upon request.

EQUAL EMPLOYMENT OPPORTUNITY: Wolters Kluwer U.S. Corporation is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.