Job Description

Hybrid role out of one of the listed office locations.

The Customer Success Specialist – Project Manager is responsible for the end-to-end management of client license portfolios, to include the successful implementation and release of CT Corporation's Business License Services by applying specialized knowledge. In this capacity, the Specialist will serve as the main point of contact for the customer and internal business partners. They are responsible for coordinating, planning, organizing, and directing the on-boarding process, which includes managing the completion of work by other team members/teams. Throughout the process, they handle risk and issue management, planning/resource scheduling, and scope management (balancing time, budget/customer spend, and quality). The ideal candidate should have a combination of strong project management skills, ability to lead/guide other team members/departments, data analysis capabilities, knowledge of corporate governance, strong customer service fundamentals, ability to solve business problems using technology, and strong MS Excel skills. They must be able to work independently (exercise discretion and independent judgment).

Essential Duties and responsibilities

Effectively collaborate with business partners and colleagues to assist in project planning and successful on-boarding of customers (e.g., Sales/Business Consultants, offshore team(s), Account Coordinator team, other internal BL groups and teams)
Understand the needs and requirements of the customer to ensure satisfaction while meeting business goals
Responsible for the development/implementation of a detailed project plan to monitor progress. This includes managing any changes in project scope, schedule, and/or cost
Responsible for developing project objectives and scopes, and involving all relevant stakeholders
Interpret and handle system builds of client license portfolios
Compile licensing data into both internal and client-facing communications
Work with other service team members to help with the fulfillment of license research and filing orders
Pivot when necessary to drive and accommodate varied projects
Create and maintain project documentation
Gather or create resources/materials specific to projects which will ultimately ensure the successful on-boarding of the customer
Participate in organizational activities to meet or exceed company objectives by identifying and reporting opportunities to increase individual and/or team efficiency; applying subject matter expertise to special projects that will help achieve company objectives; and collaborating with peers to develop and advance company-wide initiatives and strategies
Must be able to exercise discretion and independent judgment
Represents Wolters Kluwer within the industry by developing and maintaining comprehensive knowledge of Wolters Kluwer products, industry trends and general business and financial acumen through various sources and initiatives; communicating in a professional, compelling, and articulate manner of speech, writing and formal presentation; behaving in ways that demonstrate corporate core values and culture; developing professional and positive relationships with customers and colleagues; and maintaining a reputation of competence, integrity and professionalism

Other Duties

Proactively pursue professional development activities (e.g., establishing personal networks).

Manage time and company resources appropriately.

Perform other duties as requested by management.

Job Qualifications

Education:

Minimum: Bachelor’s Degree in Liberal Arts, Business, Management, or related discipline; OR, if no degree, 5 years of consultative customer service, and/or project management, or equivalent.

Preferred: None.

Experience:

Minimum: 3 years of consultative customer service, and/or working in the licensing field, and/or project management experience (or equivalent), including:

Delegating responsibilities to team members
Providing high-level customer support to internal and external customers
Building strong relationships with customers and team members
Generating revenue (e.g., cross-selling, up-selling)
Meeting deadlines for multiple concurrent projects
Identifying and/or implementing process improvements
Working independently and in a team environment
Demonstrating project management skills
Demonstrating strong analytical and problem-solving skills
Demonstrating strong organizational, time-management and multitasking skills
Demonstrating strong written and verbal communication
Demonstrating strong knowledge of the World Wide Web
Utilizing the Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)
Utilizing Salesforce

Preferred: 5 years of consultative customer service and/or account management experience, including:

Demonstrating an expert knowledge of CT business practices, processes, products, and services
Demonstrating strong knowledge of process and project management standards and practices

Other Knowledge, Skills, Abilities or Certifications:

Exceptional interpersonal skills to communicate with partner representatives, government agencies, colleagues, and clients
Use of considerable tact and discretion when dealing with partners, clients, or sensitive data
Ability to adapt to changing regulatory environment
Ability to work independently, handle pressure, multi-task, and prioritize
Excellent organizational and communication (both verbal and written) skills
Ability and desire to work in a fast-paced environment
Outstanding skills using personal computers in a Windows-based environment (including Microsoft Office Suite and Adobe PDF)
Excellent attention to detail, and high degree of accuracy and consistency

Travel requirements

Domestic travel less than 10% of work time (e.g., training, seminars, client visits).
Ability to travel by air.
Ability to travel independently.

Physical Demands

Normal office environment.

The above statements are intended to describe the general nature and level of work being performed by most people assigned to this job. They re not intended to be an exhaustive list of all duties and responsibilities and requirements.

Compensation:

Target salary range CA, CT, CO, Hi, NY, WA: $74,550-$103,200

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