Senior Specialized Consultant

The Customer Success Manager is accountable for achieving and sustaining adoption, mitigating renewal risk, and identifying expansion opportunities across their portfolio of accounts. This will be achieved through understanding customer goals and objectives for the product(s) purchased by their firm, developing strong rapport with all user personas linked to the adoption of these products, and executing defined customer journey milestones via prescribed playbooks including increasing usage and driving customer loyalty for Wolters Kluwer Legal & Regulatory research platforms and expert solutions. You will manage a portfolio of accounts, and as the role accountable for the adoption health of each account, you will be a critical player in driving long-term customer success and demonstrating the value of Legal Markets products.To be successful in this role, the Customer Success Manager will work across teams, including Onboarding Specialists, User Awareness Management, Legal Research, Customer Service and Account Management.

Be accountable for the success of the customer journey for your portfolio of key accounts as measured by both the health score and gross revenue retention for each account

Be responsible for the execution of the Adoption Management, Escalation, Renewal and Expansion playbooks for your portfolio

Coordinate the transition of accounts from the Account Management team to the Onboarding team when new products are purchased

Work closely with the Legal Training Consultants, Onboarding, User Awareness Management, Account Management and Customer Service teams to resolve identified risks and escalated issues in a timely manner and properly communicate/set expectations with customers

Bring the voice of the customer to Legal Markets as you partner with marketing, and product to deliver best-in-class customer experience for your portfolio

Measure, report and analyze account health, playbook progress, account sentiment in order to optimize the customer journey continuously through innovative practices focused on driving adoption, retention and expansion

Be an expert advisor on our platforms and products

Help identify and build great customer success practices that will scale across a growing Incentive Model

Base + bonus linked to gross revenue retention

Various ad hoc activities as required

This a Remote, Work from Home positionBachelor’s Degree requiredJuris Doctorate preferredMinimum 3 years’ working in the legal industryLegal research experienceExperience in customer consulting; assessing needs and developing effective solutionsIn depth knowledge of MS Office, Web based applications, visual aids technology requiredPrevious sales and/or marketing experience preferredExperience working in team-selling environment preferred

Professional study of and/or experience with customer service and consultative selling desired

CORE COMPETENCY REQUIREMENTS:

Interacting with people at all levels of an organization (including C-level executives)

Consulting mentality—extracting insights from very complex and/or limited information to make a recommendation to stakeholders

Innovative mindset; willingness to try creative and different ways of accomplishing work

Results-oriented; able to take concepts and ideas through from implementation to action

Create and deliver customer success and training programs to law firms via writing, editing and facilitating programs

Present and convey ideas; clearly articulate points of view and influence outcomes

Listen, respond and summarize customer concerns and suggestions

Strong interpersonal interaction with clients and internal partners: ability to work within a client and/or team environment for planning and execution on strategies

Utilize training methodologies, techniques and concepts to maximize effectiveness of training programs

Ability to conduct training need assessments to support design, development and delivery of training programs and strategies

Understand the legal industry and can translate legal service needs into WK products and solutions

Apply basic project management principals to client programs and internal projects

Work with internal partners to analyze customer data and address issues in a timely manner

Proactively anticipate scenarios, identify potential issues and design solutions

Manage competing and changing demands

Strong organizational and time management skills

Work independently and in a team environment

Domestic travel maybe up to 50% of work time (e.g., client sites, industry events)

EQUAL EMPLOYMENT OPPORTUNITYWolters Kluwer U. S. Corporation and all of its subsidiaries, divisions and customer/business units 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.