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About the Role

The Customer Success Manager (CSM) ensures the successful adoption, utilization, and long-term value realization of Wolters Kluwer's AI-powered extraction solutions. As the primary relationship owner, the CSM fosters strong partnerships and ensures customers achieve their desired business outcomes.

Responsibilities

Perform activities across the quote-to-order fulfillment lifecycle, including assistance in preparation of price quotes, assistance in drafting Statements of Work, researching customer project history, project management of key engagements and other activities defined as Customer Success Manager responsibilities.
Serve as the primary customer relationship owner, partnering with customers to understand business objectives, drive successful adoption of AI-powered extraction solutions, and ensure customers realize ongoing value from their investment.
Provide leadership, coaching, and development to the AI Solutions Consultant while ensuring customer requirements, implementation activities, and success objectives are effectively aligned and executed.
Partner with customers and internal stakeholders to establish success criteria, define desired business outcomes, and develop strategies that support long-term customer satisfaction, retention, and growth.
Oversee customer onboarding, implementation, adoption, and support activities to ensure solutions are delivered effectively and customer expectations are understood and achieved.
Monitor customer health, satisfaction, solution utilization, operational performance, and key performance indicators to identify opportunities, mitigate risks, and improve customer outcomes.
Act as the voice of the customer by representing customer needs, priorities, feedback, and enhancement opportunities while collaborating across Product, Operations, Support, Sales, and other business partners to improve service delivery and customer outcomes.
Develop and maintain a comprehensive understanding of Wolters Kluwer AI solutions, customer workflows, industry trends, and best practices to effectively support customer engagements and identify opportunities for continuous improvement.
Represent Wolters Kluwer in customer interactions by demonstrating strong leadership, business acumen, consultative expertise, and a commitment to delivering industry-leading customer experiences and business outcomes.
Work with leadership and cross-functional teams to achieve organizational goals while identifying opportunities for process improvements, service enhancements, and expanded customer value through the effective use of AI solutions.

Requirements

At least three years in a similar role (Client Service/Account Management/Customer Success/Sales Support)
Standard operating procedures/processes improvement experience
Experience structuring and documenting processes
Know how to translate processes into actionable workflows
Understand how to identify process requirements and expected outcomes
Experience building a new team, establishing new processes, and implementing new workflows
Have worked in professional services and/or with managed services.
Have worked closely with consultants and engineers
Have led teams through new product/service launches
Can operate effectively without an established playbook
Can work a hybrid schedule from our Dallas, TX office, coming to the office on Tuesday, Wednesday, and Thursday
Applicants may be required to appear onsite at a Wolters Kluwer office as part of the recruitment process.

Location

Dallas, TX

Work Type

Hybrid

Experience Level

5-7 years post-secondary education in a related field or equivalent related work experience

Salary/Compensations

$89,600.00 - $157,000.00 USD
This role is eligible for Bonus.

Benefits

Medical, Dental, & Vision Plans
401(k)
FSA/HSA
Commuter Benefits
Tuition Assistance Plan
Vacation and Sick Time
Paid Parental Leave

About the Company

Wolters Kluwer is a global leader in professional information services that combines deep domain knowledge with specialized technology.
Our portfolio offers software tools coupled with content and services that customers need to make decisions with confidence.
Every day, our customers make critical decisions to help save lives, improve the way we do business, build better judicial and regulatory systems.
We help them get it right.
The world is a big place, find your place here

Equal Opportunity

Wolters Kluwer strives for an inclusive company culture in which we attract, develop, and retain diverse talent to achieve our strategy.
As a global company, having a diverse workforce is of the utmost importance.
We've been recognized by employees as a European Diversity Leader in the Financial Times, as one of Forbes America’s Best Employers for Diversity in 2022, 2021 and 2020 and as one of Forbes America’s Best Employers for Women in 2021, 2020, 2019 and 2018.
In 2020, we placed third in the Female Board Index, and were recognized by the European Women on Boards Gender Diversity Index.
Wolters Kluwer and all of our subsidiaries, divisions and customer/departments is an Equal Opportunity / Affirmative Action employer.