Manager, Account & Relationship Management - Manager, Customer Success (remote)
OVERVIEW The Manager, Account & Relationship Management - Manager, Customer Success is accountable for achieving and sustaining adoption, mitigating renewal risk, and identifying expansion opportunities across the assigned segment of accounts, while leading the customer success team. The manager will conduct one-on ones, analyze churn and usage data while developing and implementing best practices across the team. This will be achieved through understanding of the legal market, Wolters Kluwer product line and customer goals and objectives for the product(s) purchased by firms. The manager will be responsible for the execution of the defined customer journey milestones via prescribed playbooks to achieve measured results for long-term customer success. LOCATION:
Remote U.S. (Central and Eastern time zones are preferred due to customer locations). DUTIES & RESPONSIBILITIES Accountable for the success of the customer journey for defined market segment as measured by both the health score and gross revenue retention for each account 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 Maintain a steady pulse on the customer base to understand where retention and customer satisfaction risks exist and take proactive steps to mitigate to meet/exceed renewal revenue targets Ensure account success plans are developed and executed to drive the achievement of customer ROI and objectives and ultimately ensure the renewal of product subscriptions Drive compliance with Customer Success Model to ensure that Customer Success Managers are maintaining regular customer touch points to establish value and drive engagement in customer base Bring the voice of the customer to Legal Markets as you partner with marketing, and product to deliver best-in-class customer experience Help identify and build great customer success practices that will scale across a growing team Ensure customer expectations and obligations are fulfilled by driving effective working relationships cross-functionally, with sales, technical engagement, marketing, product management and product support teams Lead, coach, and empower the CS team to be successful in their roles Represent Wolters Kluwer within the industry by developing and maintaining comprehensive knowledge of Wolters Kluwer products, industry trends and general business and financial acumen through various sources and initiatives Assist team in executing retention and awareness strategies Foster a positive culture through hiring, onboarding, training and performance management Various ad hoc activities as required QUALIFICATIONS :
Bachelor's Degree required or equivalent experience; Juris Doctorate preferred
Experience:
5
years leading, managing, and developing a team of professionals, or similar job experience 7
years in sales, account management, or customer success Legal industry experience (strongly preferred) Experience in customer consulting; assessing needs and developing effective solutions. Defining and reviewing metric data Demonstrated ability to implement best practices and make effective process improvements Experience utilizing CRM software and/or Customer Success Software In depth knowledge of MS Office, Web based applications, visual aids technology required. Experience working in team-selling environment preferred DESIRED ATTRIBUTES:
Leadership - takes personal ownership of success and failure of entrusted business function, and has influence with peers and stakeholders Self-starter, flexible; able to work with varying levels of management 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. Independent thinking and decision making - seeks ideas, inputs and direction, weighs input based on merit not source; combines input with personal knowledge and reasoning to reach systematically-balanced conclusions; willing to defend those conclusions at the highest levels if necessary Demands Excellence - sets and upholds high standards of performance for self, direct reports and suppliers to meet the high expectations of customer and stakeholders, does not accept mediocrity Strong interpersonal interaction with clients and internal partners:
ability to work within a client and/or team environment for planning and execution on strategies. Strong Project Management Skills Proactively anticipate scenarios, identify potential issues and design solutions. Manage competing and changing demands. Strong organizational and time management skills TRAVEL:
Domestic travel maybe up to 30% of work time (e.g., client sites, industry events).
Salary Range:
$100K -- $150K
Minimum Qualification
Account ManagementEstimated Salary: $20 to $28 per hour based on qualifications.
Remote U.S. (Central and Eastern time zones are preferred due to customer locations). DUTIES & RESPONSIBILITIES Accountable for the success of the customer journey for defined market segment as measured by both the health score and gross revenue retention for each account 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 Maintain a steady pulse on the customer base to understand where retention and customer satisfaction risks exist and take proactive steps to mitigate to meet/exceed renewal revenue targets Ensure account success plans are developed and executed to drive the achievement of customer ROI and objectives and ultimately ensure the renewal of product subscriptions Drive compliance with Customer Success Model to ensure that Customer Success Managers are maintaining regular customer touch points to establish value and drive engagement in customer base Bring the voice of the customer to Legal Markets as you partner with marketing, and product to deliver best-in-class customer experience Help identify and build great customer success practices that will scale across a growing team Ensure customer expectations and obligations are fulfilled by driving effective working relationships cross-functionally, with sales, technical engagement, marketing, product management and product support teams Lead, coach, and empower the CS team to be successful in their roles Represent Wolters Kluwer within the industry by developing and maintaining comprehensive knowledge of Wolters Kluwer products, industry trends and general business and financial acumen through various sources and initiatives Assist team in executing retention and awareness strategies Foster a positive culture through hiring, onboarding, training and performance management Various ad hoc activities as required QUALIFICATIONS :
Bachelor's Degree required or equivalent experience; Juris Doctorate preferred
Experience:
5
years leading, managing, and developing a team of professionals, or similar job experience 7
years in sales, account management, or customer success Legal industry experience (strongly preferred) Experience in customer consulting; assessing needs and developing effective solutions. Defining and reviewing metric data Demonstrated ability to implement best practices and make effective process improvements Experience utilizing CRM software and/or Customer Success Software In depth knowledge of MS Office, Web based applications, visual aids technology required. Experience working in team-selling environment preferred DESIRED ATTRIBUTES:
Leadership - takes personal ownership of success and failure of entrusted business function, and has influence with peers and stakeholders Self-starter, flexible; able to work with varying levels of management 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. Independent thinking and decision making - seeks ideas, inputs and direction, weighs input based on merit not source; combines input with personal knowledge and reasoning to reach systematically-balanced conclusions; willing to defend those conclusions at the highest levels if necessary Demands Excellence - sets and upholds high standards of performance for self, direct reports and suppliers to meet the high expectations of customer and stakeholders, does not accept mediocrity Strong interpersonal interaction with clients and internal partners:
ability to work within a client and/or team environment for planning and execution on strategies. Strong Project Management Skills Proactively anticipate scenarios, identify potential issues and design solutions. Manage competing and changing demands. Strong organizational and time management skills TRAVEL:
Domestic travel maybe up to 30% of work time (e.g., client sites, industry events).
Salary Range:
$100K -- $150K
Minimum Qualification
Account ManagementEstimated Salary: $20 to $28 per hour based on qualifications.
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