Senior Customer Success Specialist

About the

Role: As a

Senior Customer Success Specialist, you will play a pivotal role in our customer success strategy by overseeing more advanced customer interactions and contributing to team objectives. You will act as a key point of contact for escalated issues, contribute significantly to customer retention initiatives, and provide actionable insights to improve overall customer satisfaction. Responsibilities: • Oversee advanced customer onboarding. • Manage escalated customer inquiries. • Provide highly specialized troubleshooting and problem resolution.

• Conduct advanced product usage training for customers. • Regularly monitor customer performance and engagement metrics. • Develop detailed documentation and reports on customer interactions. • Partner with sales/support teams for complex customer solutions. • Identify and execute opportunities for customer service improvements. • Contribute significantly to team projects and customer retention strategies. • Provide mentorship and guidance to junior team members. Skills: • Strategic Communication: High level of communication skills tailored to various audience needs.

• Customer Insight: Deep understanding of customer behavior and needs. • Advanced Analytical Skills: Ability to deeply analyze performance metrics. • Technical Troubleshooting: Proficiency in resolving advanced technical issues. • In-depth Product Knowledge:

Comprehensive knowledge of all product features and updates. • Leadership: Ability to provide guidance and mentorship to peers. • Customer Advocacy: Promote customer interests within the organization. • Technical Proficiency:

Advanced skills with CRM software and support tools.

Hybrid role - Qualified applicants must be able to commute 2 days per week to a Wolters Kluwer US-based office Job Qualifications

Education: Bachelor’s degree required, Business Health Administration preferred. Advanced degree or equivalent recommended. Experience: 3+ years of experience in SaaS-based customer success, account management, or a related role, with a focus on strategic or enterprise-level customer engagement and value realization Healthcare background, preferred - including: Knowledge of clinical decision support (CDS) products and awareness of the competition and market differentiators Knowledge of EHRs and workflows Understanding of the healthcare industry, including medical devices, healthcare regulations, and clinical environments and workflows Awareness of challenges faced by healthcare organizations, such as patient outcomes, compliance, and bolthires pressures Other Knowledge, Skills, Abilities or Certifications: Excellent project management skills Detail-oriented, self-motivated, and excellent multitasking skills Familiarity with customer success platforms and CRMs (Salesforce, etc.) 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 presentation, oral, and written communication skills to effectively engage with C-level executives and cross-functional teams

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.

Compensation: bolthires salary range CA, CT, CO, DC, HI, IL, MA, MD, MN, NY, RI, WA: $95,560 - $133,750 If making a difference matters to you, then you matter to us. Join us, at Wolters Kluwer, and be part of a dynamic global technology company that makes a difference every day. We’re innovators with impact. We provide expert software and information solutions that the world’s leading professionals rely on, in the moments that matter most. You’ll make a real difference in the lives of millions of people.

Together with our customers, we help to advance sustainability, health, justice, prosperity, and commerce around the world. You can thrive at Wolters Kluwer, where diversity is core to our collective strength and high performance. Be your unique self, share your creative ideas, do your best work, and take time to grow in our caring and inclusive culture where you can belong. Wolters Kluwer reported 2023 annual revenues of €5.6 billion. The group serves customers in over 180 countries, maintains operations in over 40 countries, and employs approximately 21,400 people worldwide.

Our customers work in industries which impact the lives of millions of people every single day. Our mission is to empower our professional customers with the information, software solutions, and services they need to make critical decisions, achieve successful outcomes, and save time. Our expert solutions combine deep domain knowledge with technology to deliver both content and workflow automation to drive improved outcomes and productivity for our customers. We are committed to helping professionals improve the way they do business and solve complex problems with our range of digital solutions and services, which we continuously evolve to meet their changing needs.

Our 188-year legacy and portfolio represent thousands of customers worldwide. For more information about our solutions and organization, visit www.wolterskluwer.com, follow us on Twitter, Facebook, and LinkedIn. Wolters Kluwer has a dedicated team of experienced talent acquisition professionals who are ready to hear what makes you tick and share how Wolters Kluwer can help you achieve your goals and ambitions. Here Rasi Fawaz shares some tips on what recruiters are looking for on a resume. As a global organization, we recognize that solving a wide range of complex problems requires diverse perspectives and innovative thinking.

We know that bringing our best to our customers, communities, and other key stakeholders requires a highly engaged and talented workforce – one that represents the diversity of those we serve and the communities where we live and work. We aim to provide a welcoming environment and equitable opportunities for all employees regardless of background, nationality, race, ethnicity, gender, gender identity, age, sexual orientation, marital status, disability, or religion. This principle is ingrained in our company values and articulated in our Code of Business Ethics.

At Wolters Kluwer, you’ll feel valued for your contributions, and you’ll know that your health, safety, and well-being are important to us. Our well-being benefits provide tools, programs, and resources to help our diverse employees feel healthy, happy, safe, and prosperous. In 2024 we were awarded Ragan’s Top Places to Work for Employee Wellbeing: Large Organization, in recognition of our commitment to maintaining and enhancing the well-being of our colleagues through our ‘Together we thrive’ well-being program.

To ensure we continue to drive innovation that enables us to develop products and services to best serve our customers, we cultivate a workplace culture rooted in mutual respect, bringing forward insights from a wide range of backgrounds, perspectives, and experiences. We are also committed to complying with laws requiring equal opportunity in hiring, promotion, and other employment decisions. All qualified applicants will receive consideration without regard to race, color, religion, sex (including pregnancy, gender identity, transgender status, and sexual orientation), national origin, disability, age, genetic information, veteran status, or any other characteristic protected by applicable law, and we do not tolerate discrimination on any of these bases.

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