Wolters Kluwer Senior Customer Success Specialist, Financial Planning & Analysis (Software) in Wichita, Kansas
CCH Tagetik (a part of Wolters Kluwer’s Tax & Accounting Division) is a leading Corporate Performance Management software vendor. In addition to providing a unified Performance Management Platform for Budgeting, Planning and Consolidation and Forecasting; Tagetik has developed pre-packaged solutions addressing regulatory reporting requirements for Solvency II, IFRS16 & IFRS17 as well as Supply Chain Planning.
At CCH Tagetik, we are proud of our industry leading customer satisfaction which has helped us become a Leader in the Gartner Magic Quadrant. Part of our commitment to our customers, is our rapidly expanding customer success and support initiatives.
As a Sr. Customer Success Specialist , you will drive the leadership and management of our initiatives to ensure every Tagetik customer makes a success of their CCH Tagetik investment. To be successful in this role, you will be passionate about our customers’ experience with CCH Tagetik, while adopting a leadership mentality to respond to and solve issues. Our customers are fanatical about our service, product and teams, and additionally, you will build and maintain that experience for all customers in your portfolio. Customer Success Specialists maintain responsibility for the day-to-day customer success activities from customer onboarding throughout the project lifecycle, and post go live as the customer becomes a part of the CCH Tagetik customer portfolio.
*Ideal candidates may be based in a remote home office location anywhere within the US or Canada*
ESSENTIAL JOB DUTIES AND RESPONSIBILITIES
Manages customer relationships-- ensures customer growth, satisfaction, and retention within the assigned portfolio of accounts; including, demand generation and on-boarding
Builds, maintains, and executes on account plans for each assigned account and coordinates appropriate internal resources for delivery
Works in tandem with Sales, Professional Services, Product & Support colleagues to address customer needs and ensures best practice product utilization of CCH Tagetik solutions
Plays a key role in providing customer feedback and experience to Product teams in an effort to drive the product roadmap
Drives close collaboration with implementation partner and CCH Tagetik Professional Services
Understands service agreement terms of each customer contract and ensures the work is completed and delivered to the customer on or before the deadline
Attends key design review and project management sessions and reviews project milestones
Cultivates strong relationships with all key decision makers and influencers across each customer in your portfolio
Develops understanding of each customer's overall business requirements to ensure our customer engagements meet both existing and future needs
Becomes an expert on CCH Tagetik product solutions as well as customer use cases; in an effort to identify and solve customer pain points through adoption of new CCH Tagetik products and features
Uncovers and mitigates any risk that threatens each customer’s growth, satisfaction, or renewal and executes risk mitigation plans with stakeholders
Acts as a key point of escalation for designated accounts to ensure Tagetik can react and evolve to changing customer requirements
Engages customers in user groups, focus groups and annual conferences
Drives awareness of regional user groups via speaking opportunities at Customer Appreciation Events
Uses customer management tools to track customer communication, issues and metrics
Drives high overall customer NPS rates
Contributes to the future development of the Customer Success initiatives and strategy
Bachelor’s degree from an accredited college or university; OR if no degree, equivalent years’ of relevant work experience
5 or more years’ experience in a comparable Customer Success, Account/Project Management or Relationship management role
Experience working for an ERP, CPM/EPM, Finance or Supply Chain software vendor
Experience working with Corporate clients, ideally with large Enterprise organizations
Strong presentation and communication skills
Excellent communication skills (both written & oral)
Proficiency with Salesforce.com or other comparable CRM platform
Proficiency with Microsoft Office Suite (Word, Excel, PowerPoint & Teams)
- up to 30% annually for client visits and customer events
The above statements are intended to describe the general nature and level of work performed by employees assigned to this job. They are not intended to be an exhaustive list of all duties, responsibilities, and qualifications as these may vary depending on location and line of business. The specific requirements may differ due to local or regional differences.
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.