Wolters Kluwer Customer Success Advisor in Chicago, Illinois

Enablon, a Wolters Kluwer business, is the world's leading provider of Sustainability, EHS and Operational Risk Management Software. Enablon offers the most comprehensive platform in the industry, and is consistently recognized as a global leader and visionary for enabling the sustainable company through technology.

The Customer Success Advisor (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. This high-profile role reports to the Director, Customer Success. This will be a Remote Home Office position but will need to live near a major airport for travel purposes.

ESSENTIAL DUTIES AND RESPONSIBILITIES Within the Customer Success organization, the CSA partners with Strategic Account Executives (SAM) and works closely with Solution Delivery, Partners, R&D, IT Operations, Sales and other internal departments to ensure high Customer satisfaction with the Enablon solution. 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

  • Undertake discovery and education activities to identify opportunities for Enablon usage across organizational functions and processes

  • Function as a frontline technical resource for Enterprise Account Managers and formal/informal customer questions

  • 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

  • Help to document and share best practices in achieving customer satisfaction, positive customer references, and account growth/diversification

  • Act as a domain SME, product SME, and customer advocate to achieve quick customer issue resolution

  • Deliver and exceed on all performance targets.

  • Work with Sales team to identify opportunities, increase bookings, and grow account revenues

  • 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

  • Fluent in the local language

Experience:

  • 7+ years of experience in a related function is required.

  • 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.

  • Has successfully managed complex customer engagements to completion and customer satisfaction

  • 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.

  • Some experience in sales of professional services

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.

ABOUT WOLTERS KLUWER Wolters Kluwer N.V. (AEX: WKL) is a global leader in information services and solutions for professionals in the health, tax and accounting, risk and compliance, finance and legal sectors. We help our customers make critical decisions every day by providing expert solutions that combine deep domain knowledge with specialized technology and services. Wolters Kluwer reported 2016 annual revenues of €4.3 billion. The company, headquartered in Alphen aan den Rijn, the Netherlands, serves customers in over 180 countries, maintains operations in over 40 countries and employs 19,000 people worldwide. Wolters Kluwer shares are listed on Euronext Amsterdam (WKL) and are included in the AEX and Euronext 100 indices. Wolters Kluwer has a sponsored Level 1 American Depositary Receipt program. The ADRs are traded on the over-the-counter market in the U.S. (WTKWY). For more information about our solutions and organization, visit www.wolterskluwer.com, follow us on Twitter, Facebook, LinkedIn, and YouTube. EQUAL EMPLOYMENT OPPORTUNITY Wolters 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.

INFORMATION For any assistance with your application for this job opening, please call the HR Source at (888) 495-4772 or email HRSource@WoltersKluwer.com. TTY is also available at 888 (495) 4771.

Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled