Customer Success Manager

As a Customer Success Manager, you will deep dive into customer needs while retaining and re-engaging customers. Your growing understanding of our products and services will enhance customer satisfaction, and you will have increased authority to negotiate service terms. Responsibilities: • Engage with existing customers to understand their needs and concerns. • Provide moderate product and service support to solve customer issues. • Develop retention strategies based on customer feedback. • Re-engage lapsed customers by leveraging targeted communication strategies. • Conduct regular follow-ups to ensure customer contentment. • Contribute to the development of customer retention programs. • Generate detailed reports on customer interactions and retention metrics. • Support sales efforts through detailed data analysis and trend identification. • Coordinate with marketing to align on retention campaigns. • Assist in the creation of personalized customer retention plans. Skills: • Enhanced Communication: Improved skills in engaging with customers. • Advanced Customer Service: Expanded abilities to provide product and service support. • Data Analysis: Proficiency in analyzing customer interaction data. • Conflict Resolution: Capability to resolve moderate customer conflicts. • Strategic Thinking: Skill in developing and executing customer retention strategies. • Team Coordination: Ability to work closely with cross-functional teams. • Analytical Mindset: Enhanced skills in identifying trends and patterns. • CRM Proficiency: Moderate expertise in customer relationship management tools. Our Values Wolters Kluwer continuously strives for an inclusive company culture in which we attract, develop, and retain high-performing, productive, engaged, and diverse talent to deliver on our strategy. As a global company, having a diverse workforce from different backgrounds, nationalities, races, genders, gender identities, ages, sexual orientations, physical disabilities, religions, expertise, and talents is of the utmost importance. We pride ourselves on our culture, which promotes inclusion, accessibility and flexible working arrangements. Culture and Benefits We care for our people and a part of that we offer: Flexible Working Arrangement – Work from Anywhere and Hybrid Working (promoting work life balance) Learning and Development opportunities Access to health and wellness programs Parental leave benefits that exceed legislative requirements The opportunity to work within a global organization with experienced leaders You can learn more about what we do by visiting our: Website : Wolters Kluwer Australia | Wolters Kluwer Meet the People: How the People of Wolters Kluwer Strive to Be The Difference | Wolters Kluwer Our Interview Practices To maintain a fair and genuine hiring process, we kindly ask that all candidates participate in interviews without the assistance of AI tools or external prompts. Our interview process is designed to assess your individual skills, experiences, and communication style. We value authenticity and want to ensure we’re getting to know you—not a digital assistant. To help maintain this integrity, we ask to remove virtual backgrounds and include in-person interviews in our hiring process. Please note that use of AI-generated responses or third-party support during interviews will be grounds for disqualification from the recruitment process. Applicants may be required to appear onsite at a Wolters Kluwer office as part of the recruitment process. Our Interview Practices To maintain a fair and genuine hiring process, we kindly ask that all candidates participate in interviews without the assistance of AI tools or external prompts. Our interview process is designed to assess your individual skills, experiences, and communication style. We value authenticity and want to ensure we’re getting to know you—not a digital assistant. To help maintain this integrity, we ask to remove virtual backgrounds and include in-person interviews in our hiring process. Please note that use of AI-generated responses or third-party support during interviews will be grounds for disqualification from the recruitment process. Applicants may be required to appear onsite at a Wolters Kluwer office as part of the recruitment process. Our Interview Practices To maintain a fair and genuine hiring process, we kindly ask that all candidates participate in interviews without the assistance of AI tools or external prompts. Our interview process is designed to assess your individual skills, experiences, and communication style. We value authenticity and want to ensure we’re getting to know you—not a digital assistant. To help maintain this integrity, we ask to remove virtual backgrounds and include in-person interviews in our hiring process. Please note that use of AI-generated responses or third-party support during interviews will be grounds for disqualification from the recruitment process. Applicants may be required to appear onsite at a Wolters Kluwer office as part of the recruitment process.