To enable customers to achieve their desired outcomes by delivering proactive, personalised, and value-driven support throughout their lifecycle. The Customer Success Specialist builds strong, trust-based relationships, ensures transparency, and deeply understands each customer’s goals to drive adoption, satisfaction, and long-term success. As the trusted advisor for assigned accounts, you will accelerate onboarding and adoption, quantify and communicate ROI, reduce attrition, and drive expansion translating customer goals into measurable results - because their success is our success.
Key Responsibilities
- Serve as the primary point of contact and trusted advisor for assigned customers, ensuring a positive and seamless experience from onboarding through to renewal.
- Lead customers through a structured onboarding and lifecycle framework, ensuring success plans, value realisation discussions, and customer engagement activities are maintained throughout the customer journey.
- Understand customer objectives and develop tailored success plans to drive product adoption, engagement and measurable outcomes.
- Demonstrate and communicate customer value and outcomes through regular check‑ins, business reviews, and success conversations.
- Support technical implementation activities during pre- and post-sales phases, including configuration and optimisation of Ovid solutions.
- Monitor customer health metrics and proactively address risks to retention or satisfaction.
- Identify and qualify expansion and cross‑sell opportunities based on customer needs, usage insights, and strategic alignment.
- Partner with Sales to ensure customers are renewal‑ready by articulating value, addressing risks early, and supporting a smooth renewal process.
- Strengthen customer advocacy and elevate the Voice of the Customer by building reference‑ready relationships, capturing VOC insights, and driving targeted engagement for low‑health accounts to support retention and growth.
- Collaborate with internal teams (Sales, Product, Support) to advocate for customer needs and deliver solutions.
- Follow standard Customer Success processes, tools, and documentation practices to ensure consistency and quality across the customer lifecycle.
- Maintain accurate records of customer interactions and progress in CRM system.
- Promote Wolters Kluwer’s presence through engagement with professional societies, user groups, and participation in industry exhibitions and events.
- Contribute to the ongoing improvement of Customer Success processes, resources, and best practices.
- Perform other duties as assigned by the manager.
Skills and Experience
Required:
- 1–3 years in Customer Success, Account Management, or related client-facing roles.
- Excellent verbal and written communication skills; ability to build rapport and trust.
- Strong presentation skills.
- Strong analytical and troubleshooting skills with a proactive mindset.
- Comfortable learning and explaining software solutions; prior experience with SaaS preferred.
- Ability to work cross-functionally and manage multiple priorities effectively.
- Familiarity with CRM systems (e.g., Salesforce) and customer success tools is advantageous.
- Bachelor’s degree or equivalent.
- Valid driver’s license.
Desirable:
- Experience working with SaaS solutions in healthcare, medical research, or related industries.
- Background in library sciences or clinical information systems.
- Knowledge of authentication methods such as SSO and IP-based access.
- Technical proficiency in HTML, CSS, JavaScript, jQuery, PHP, or MySQL.
Key Relationships
·Internal: Collaborate closely with APAC and global Customer Success teams, Product Support, Product Management, and Regional Sales to deliver seamless customer experiences, ensuring solutions are aligned with customer needs.
·External: Build and maintain strong relationships with key customers, distribution partners, professional societies, and user groups to promote engagement and advocacy.
Personal Attributes
- You’ll thrive in this role if you are highly organized, proactive, and passionate about delivering exceptional customer experiences.
- Exceptional presentation and communication skills, with the ability to simplify and explain technical concepts to diverse audiences.
- Demonstrated ability to manage and complete technical projects independently while meeting deadlines.
- Self-motivated and data-driven, with strong attention to detail and a proactive, problem-solving mindset.
- Willingness to travel regularly across your territory and occasionally internationally.
- Strong customer-facing skills and a commitment to delivering outstanding service.
- Creative and resourceful, with the initiative to develop innovative solutions to challenges.
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.
