Customer Success Associate - Enablon

Customer Success Associate - Enablon

Customer Success Associate - Enablon

Apply remote type Hybrid (8 days/month) locations GBR - London, Canada Square time type Full time posted on Posted 30+ Days Ago job requisition id R

About the role:

Within the Customer Success organization, the CSM leads the account and partners with Strategic Account Executives (SAM) or Enterprise Account Manager (EAM) 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.

We are looking to fill this role either at our London office or at one of Enablon's other European offices such as: Barcelona (Spain), Milan (Italy), Munich (Germany), Paris (France).

Key responsibilities:

1. Provide advice and guidance as the Enablon subject matter expert to ensure successful ongoing usage and adoption of the Enablon platform;
2. Provide technical acumen to fluently discuss product, subject matter domain, best practices, and strategies to achieve results;
3. Provide strategic sales skills and facilitate the role as trusted advisor to the account;
4. Design, develop, and implement an innovative strategic account plan with customer requirements to achieve customer satisfaction and account growth;
5. Coordinate resources, activities, and efforts to mitigate customer issues;
6. Develop key relationships in an account to diversify client contact touch points and interaction frequency;
7. Engaging with customer support as a customer advocate to ensure speedy resolution of customer issues;
8. Engaging with Product management as the customer advocate on product roadmap discussions;
9. Maintain current functional and technical knowledge of the Enablon Platform;
10. Act as a domain SME, product SME, and customer advocate to achieve quick customer issue resolution;
11. 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.

Experience required:

1. 5+ years of experience in a related function is required.
2. Direct customer advocacy and engagement experience in post-sales or professional services functions in Fortune 1000, companies working with executive teams, managerial level, and shop floor personnel.
3. Has successfully managed complex customer engagements to completion and customer satisfaction.
4. Must be customer service oriented and believe in teamwork, collaboration, adaptability & self-initiatives.
5. Demonstrable success in thinking strategically, executing tactically while providing consistent and high levels of customer satisfaction and retention in a matrixed environment.
6. Some experience in sales of professional services.

Other Knowledge, Skills, Abilities or Certifications:

1. Must be customer service oriented and believe in teamwork, collaboration, adaptability & self-initiatives.
2. Demonstrable success in thinking strategically, executing tactically while providing consistent and high levels of customer satisfaction and retention in a matrixed environment.
3. Excellent analytical skills & problem-solving skills, combined with the ability to provide quick resolution to problems.
4. Exceptional verbal and written organizational, presentation, and communication skills.

Be the Difference

If making a difference matters to you, then you matter to us.

Join us, at Wolters Kluwer, and be part of a dynamic global technology company that makes a difference every day.

We're innovators with impact. We provide expert software and information solutions that the world's leading professionals rely on, in the moments that matter most. You'll make a real difference in the lives of millions of people. Together with our customers, we help to advance sustainability, health, justice, prosperity, and commerce around the world.

You can thrive at Wolters Kluwer, where diversity is core to our collective strength and high performance. Be your unique self, share your creative ideas, do your best work, and take time to grow in our caring and inclusive culture where you can belong.

About Wolters Kluwer

Wolters Kluwer reported 2023 annual revenues of €5.6 billion. The group serves customers in over 180 countries, maintains operations in over 40 countries, and employs approximately 21,400 people worldwide.

Our customers work in industries which impact the lives of millions of people every single day. Our mission is to empower our professional customers with the information, software solutions, and services they need to make critical decisions, achieve successful outcomes, and save time.

Our expert solutions combine deep domain knowledge with technology to deliver both content and workflow automation to drive improved outcomes and productivity for our customers.

We are committed to helping professionals improve the way they do business and solve complex problems with our range of digital solutions and services, which we continuously evolve to meet their changing needs. Our 188-year legacy and portfolio represent thousands of customers worldwide.

Building Diverse Teams

As a global organization, we recognize that solving a wide range of complex problems requires diverse perspectives and innovative thinking. We know that bringing our best to our customers, communities, and other key stakeholders requires a highly engaged and talented workforce - one that represents the diversity of those we serve and the communities where we live and work.

We aim to provide a welcoming environment and equitable opportunities for all employees regardless of background, nationality, race, ethnicity, gender, gender identity, age, sexual orientation, marital status, disability, or religion.

This principle is ingrained in our company values and articulated in our Code of Business Ethics.

At Wolters Kluwer, you'll feel valued for your contributions, and you'll know that your health, safety, and well-being are important to us. Our well-being benefits provide tools, programs, and resources to help our diverse employees feel healthy, happy, safe, and prosperous.

Equal Opportunity Employer

Wolters Kluwer and all 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 any other protected status.