At a Glance
- Tasks: Lead customer success initiatives and ensure smooth onboarding for CCH Tagetik solutions.
- Company: Join a dynamic team focused on exceptional client outcomes in a hybrid work environment.
- Benefits: Enjoy competitive pay, flexible working, and opportunities for professional growth.
- Other info: Collaborative culture with opportunities to build relationships and influence product development.
- Why this job: Make a real impact by enhancing customer experiences and driving engagement.
- Qualifications: Strong communication skills and a passion for customer success are essential.
The predicted salary is between 50000 - 65000 £ per year.
We are seeking a Senior Customer Success Specialist to join our CPESG team, focused on delivering exceptional outcomes for clients using CCH Tagetik CPM solutions. In this role, you will manage complex customer relationships, lead high-impact engagements, and act as a trusted advisor across financial and ESG performance management initiatives. You will also play a key role driving continuous improvement across the customer journey.
Key Responsibilities- Lead advanced onboarding programs for customers implementing CCH Tagetik CPM solutions, ensuring a smooth and effective transition.
- Serve as the primary escalation point for high-priority customer issues, driving timely and effective resolution.
- Provide guidance on complex technical and product-related challenges.
- Monitor customer health, engagement, and adoption metrics to identify risks and opportunities.
- Generate actionable insights and reports to support retention, growth, and platform optimization.
- Collaborate cross-functionally with Sales, Product, and Support teams to deliver cohesive customer solutions.
- Collaborate with local and global customer success management teams to identify and implement process improvements to enhance customer experience and product utilization.
- Drive retention and expansion through proactive engagement and value realization strategies.
- Collaborate closely with local Business Retention Managers to proactively identify, assess, and mitigate risks that could impact customer growth, satisfaction, or renewal, and to design and execute effective risk mitigation plans.
- Ability to feed back customer experience to Product teams, driving the product roadmap.
- Grow and nurture customer advocates by building strong relationships with promoters who champion CCH Tagetik within their organizations and communities.
- Use customer management tools to track customer communication, issues and metrics.
To be successful in this role, you will be passionate about our customers’ experience with CCH Tagetik, while adopting a leadership mentality to respond and solve issues. Our customers are passionate about our service, product, and people. In this role, you’ll own the local customer experience while driving engagement through regional user groups and Customer Appreciation events.
Core Skills & Competencies- Strategic Communication: Ability to effectively engage with executives, finance leaders, and technical stakeholders.
- Customer Insight: Strong understanding of customer needs within financial, ESG, GMT performance management environments.
- Analytical Thinking: Proficient in interpreting financial, operational, and ESG data to drive decisions.
- Technical Expertise: Trusted at navigating customer challenges and connecting them with the right experts across CCH Tagetik to drive outcomes.
- Product Knowledge: Understanding of CCH Tagetik CPM, including planning, consolidation, disclosure and other capabilities around ESG and GMT capabilities.
- Customer Advocacy: Strong ability to represent customer needs and influence internal stakeholders.
- Technical Proficiency: Experience with CRM systems and ability to adopt Customer Success platforms.
- A proactive nature.
- High accountability.
- Excellent communication, both spoken and written.
- Problem-solving.
- Highly-motivated and results-focused.
- Good project and time management skills.
- Articulate, well presented and comfortable in front of customers, peers and executive teams.
- Strong interpersonal and relationship-building skills.
- Ability to foster a positive and collaborative environment.
- Strong analytical skills.
- Flexible and supportive approach to teamwork.
Customer Success Manager employer: Wolters Kluwer N.V.
As a Customer Success Manager at our London office, you will thrive in a dynamic and supportive work culture that prioritises employee growth and development. We offer a hybrid working model, allowing for flexibility while fostering collaboration through regular in-person engagements. Our commitment to continuous improvement and customer advocacy ensures that you will play a pivotal role in shaping exceptional client experiences, all while being part of a passionate team dedicated to driving meaningful outcomes.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Manager
✨Tip Number 1
Network like a pro! Reach out to current or former employees on LinkedIn, especially those in customer success roles. They can give you insider info about the company culture and maybe even refer you for the position.
✨Tip Number 2
Prepare for the interview by researching common customer success scenarios. Think about how you'd handle onboarding challenges or customer escalations. We want you to show off your problem-solving skills and strategic communication!
✨Tip Number 3
Don’t just wait for the interview; engage with the company’s content online. Comment on their posts or share insights related to customer success. This shows your enthusiasm and helps you stand out from the crowd.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re genuinely interested in being part of our team at StudySmarter.
We think you need these skills to ace Customer Success Manager
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Customer Success Manager role. Highlight your experience with customer relationships and any relevant technical expertise that aligns with CCH Tagetik CPM solutions.
Showcase Your Communication Skills:Since this role involves strategic communication with various stakeholders, demonstrate your ability to engage effectively. Use clear and concise language in your application to reflect your strong communication skills.
Highlight Problem-Solving Abilities:We love candidates who can tackle challenges head-on! Share examples of how you've resolved complex customer issues or improved processes in your previous roles to show us your proactive nature.
Apply Through Our Website:Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensure you’re considered for the role. We can’t wait to see what you bring to the table!
How to prepare for a job interview at Wolters Kluwer N.V.
✨Know Your Product Inside Out
Before the interview, make sure you have a solid understanding of CCH Tagetik CPM solutions. Familiarise yourself with its features, benefits, and how it addresses customer needs in financial and ESG performance management. This will help you demonstrate your technical expertise and show that you're genuinely interested in the role.
✨Showcase Your Customer Success Stories
Prepare specific examples from your past experiences where you've successfully managed customer relationships or resolved complex issues. Highlight how you drove engagement and retention, as well as any metrics that showcase your impact. This will illustrate your ability to be a trusted advisor and advocate for customers.
✨Demonstrate Strategic Communication Skills
Practice articulating your thoughts clearly and confidently, especially when discussing how you would engage with executives and technical stakeholders. Use role-play scenarios to simulate conversations about customer insights and how you would address their needs. This will help you convey your strategic communication abilities during the interview.
✨Prepare Questions That Show Your Interest
Think of insightful questions to ask the interviewers about the company's approach to customer success, their challenges, and how they measure customer health. This not only shows your enthusiasm for the role but also helps you gauge if the company aligns with your values and career goals.
