Customer Success Associate

This is a hybrid role. Qualified applicants must live within commuting-distance of one of the Wolters Kluwer US offices listed above.

Basic Function

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.  This role reports to the Associate Director, Customer Success.

Essential Duties and responsibilities

Within the Customer Success organization, the CSA leads the account and partners with Strategic Account Executives (SAM) and works closely with the Customer to drive adoption of the solutions and work to maintain license renewals.   

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

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.

Job Qualifications

Education: 

• Bachelor’s degree or equivalent experience with diverse EHS&Q background
• Fluent in English

Experience: 

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

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.

The above statements are intended to describe the general nature and level of work being performed by most people assigned to this job.  They re not intended to be an exhaustive list of all duties and responsibilities and requirements.

Compensation:

Target salary range CA, CT, CO, DC, HI, IL, MD, MN, NY, RI, WA:: $76,350 - $105,700
 

Additional Information:

Wolters Kluwer offers a wide variety of competitive benefits and programs to help meet your needs and balance your work and personal life, including but not limited to: 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.