Senior Customer Service Technical Specialist
wolters kluwer
Blvd 21 Decembrie 1989, Napoca, Cluj, ROU
‎în urmă cu 3 ore

In Wolters Kluwer’s Financial, we possess deep insight into the industry, providing governance, risk and compliance programs and solutions to more than 15,000 financial services organizations worldwide.

More than 400 in-house experts - former regulators and compliance officers, risk analysts, lawyers and financial industry specialists embed their knowledge and expertise in every service or solution so that financial organizations can be confident they are managing their organization's Finance, Risk and Regulation needs effectivelyYou help in supporting large, strategic accounts.

In all cases, you will work to ensure strategic customer relationships are established and strengthened, implementation projects are well-managed, communication plans are effectively designed and executed, and ongoing performance is managed, all to ensure effective product use and customer satisfaction.

  • You work directly with e.g. the appropriate Sales / Account managers and Product Managers to ensure that customer needs are identified and satisfied;
  • that expectations are met and exceeded and that renewals are achieved.

    In short, the CSM manages overall relationship with the assigned customers, ensuring retention, boosting adoption, and attaining customer satisfaction.

  • Manage complex implementations and clients where the BAU implementation requires focused and expert attention and project management
  • Develop and execute the client success strategy for accounts to drive revenue retention
  • Monitor client health, adoption metrics, renewals and execution of client success plans
  • Partner and coordinate activities with all other functions (Sales, Pre-Sales, Professional Services, Product Management, Product Development, Product Support and Market Development) on client experience and industry trends to drive the voice of the customer in business strategy
  • Build deep relationships with key customer stakeholders to inform engagement and release management strategy and create 'client advocates'
  • Participate in industry events alongside the team to foster networking, brand presence, and stay up to date on industry trends
  • Contribute to the overall vision and strategy of the Customer Success Team
  • Education : A degree in Risk / Finance / Accounting / Banking / IT / Engineering
  • 4 + years client facing experience (professional services, (pre)sales, product management, customer services) in relevant (Financial / IT) business
  • Experience in a Customer Success Management role in relevant (Financial / IT) business
  • Other Knowledge, Skills, Abilities or Certifications :
  • Excellent project management skills to track large, complex software implementations across multiple customer sites
  • Data-oriented, consultative approach to promote product utilization with customers
  • Proven ability to quickly establish rapport with all level of personnel up to and including C-suite executives
  • Excellent time management; communication and organizational skills
  • Proven experience in EBA / ECB and local Regulatory Reporting; Finance and Risk (ALM, Credit / Market / Liquidity Risk)
  • Thorough knowledge of banking products, instruments, systems and processes
  • Experience with financial software, financial data warehousing
  • Good knowledge of Microsoft Office tools
  • Required Language Skills (written and spoken) : English (fluent); Optional : German, Dutch
  • 30% - 40% travel

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