Customer Success Specialist, Tagetik CPM
About the position At Wolters Kluwer, CCH Tagetik, you will work with customers who have invested in our award-winning Corporate Performance Management (CPM) software that connects finance and operational teams while automating all CPM processes from end-to-end. As a Customer Success Specialist, you will build upon your customer service experience to manage more integrated aspects of the customer lifecycle. You will support various post-sales activities, assist with product usage training, and ensure that customers effectively engage with our solutions. Your work will contribute significantly to customer retention and satisfaction. In this role, you will report to the Manager, Customer Success, and work a hybrid schedule (Two days in office, three days remote) from one our local offices. Responsibilities • Support more complex customer onboarding processes. • Handle multiple customer inquiries with increasing complexity. • Assist in resolving intermediate technical issues and troubleshooting. • Conduct intermediate product training sessions for customers. • Monitor and analyze customer usage patterns. • Document and communicate recurring customer feedback to the team. • Collaborate with sales and support teams on customer issues. • Identify and escalate critical customer issues. • Recommend product/service improvements based on customer feedback. • Assist in development and refinement of onboarding materials. Requirements • Bachelor's degree or equivalent work experience. • Minimum of 2 years' experience in Customer Success with a client driven technology company. Specific product training is available. • Advanced Communication: Effective verbal and written communication skills. • Customer Relationship Management: Skills to manage and nurture customer relationships. • Analytical Skills: Use basic data to identify trends and insights. • Problem Solving: Intermediate problem-solving capabilities for resolving customer issues. • Product Knowledge: In-depth understanding of product features and benefits. • Training Skills: Ability to convey information effectively during training sessions. • Project Management: Basic project management skills to handle varied tasks. • Technical Proficiency: Intermediate proficiency with CRM (Salesforce) and other customer support software. Benefits • A comprehensive benefits package that begins your first day of employment. Additional Information: Wolters Kluwer offers great benefits and programs to help meet your needs and balance your work and personal life, including Medical, Dental, & Vision Plans, 401(k), FSA/HSA, Commuter Benefits, Tuition Assistance Plan, Vacation and Sick Time, and Paid Parental Leave. Full details of our benefits are available - Apply tot his job