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    Customer Success Specialist - Minneapolis, United States - Wolters Kluwer

    Wolters Kluwer
    Wolters Kluwer Minneapolis, United States

    2 weeks ago

    Default job background
    Description
    Ideal candidate will be located in Minneapolis, MN. Uncapped commission potential.

    The Customer Success Specialist is a quota-carrying team member responsible for working with customers across industries to drive adoption, pursue renewals and up-sell opportunities in the customers' existing product lines.

    The Customer Success Specialist is responsible for leveraging data to understand customer usage patterns and identify opportunities to improve adoption, pursue a renewal, pursue incremental revenue (up-sell) within the customer's existing products, or identify potential leads for a Sales Rep to pursue a cross-sell.

    The Customer Success Specialist works directly with customers to understand existing product usage, advise on best practice use cases and behaviors, and educate on optimal use of offerings to maximize value.

    The Customer Success Specialist is accountable to achieve his or her quota for the assigned book of business, stimulate customer adoption, drive renewal transactions, and pursue up-sell transactions for customers' existing products.

    Essential Duties And Responsibilities


    Monitor and interpret product usage data for an assigned book of accounts to identify opportunities to improve adoption, pursue renewal opportunities, up-sell within existing products, or identify opportunities for a Sales Rep to cross-sell.

    Develop customer relationships for an assigned book of accounts with primary focus on improving product use/adoption, executing renewals, or up-selling business within existing product lines.

    Adhere to defined onboarding and training processes to effectively promote customer adoption of CS offerings.
    Adhere to defined sales methodology and sales processes to execute renewal and up-sell opportunities.
    Identify leads for cross-sell opportunities and share them with Sales Reps to pursue.
    Collaborate with Sales Rep to complete annual account reviews with customers to facilitate customer retention.
    Work with Sales Reps to transition customers from contract-signing to post-sale support with a Customer Success Specialist.

    For high strategic opportunities, work with Sales Rep, Technical Sales, and Sales Support to pursue and close opportunities for Compliance Solutions products at customer accounts.

    Other Duties

    Performs other duties as assigned by management.

    PERFORMANCE METRICS
    Individual quota attainment ($/%); achievement of renewal target and up-sell targets

    Customer adoption target attainment:
    improvements in customer adoption of current portfolios (month over month or quarter over quarter)
    Number of leads identified and communicated to Sales Reps
    Customer satisfaction scores and retention rates
    Completion of assigned product trainings and other required learnings for professional development

    Job Qualifications Education:
    Bachelor's degree or equivalent related experience.

    Experience:
    Experience in Customer Success or renewal sales.
    Experience in the financial services, or lending compliance industries.
    Other Knowledge, Skills, Abilities or Certifications:

    Data analysis skills and ability to derive insights that drive next steps or actions required.
    Account Management (general knowledge of customer's business, stakeholders, product portfolio).
    Communicate effectively in both face-to-face and virtual selling environments.
    Interpersonal skills, ability to build stakeholder relationships.
    Team effectively with other internal teams including Sales, Sales Support stakeholders.
    Stay organized and manage multiple priorities at once across multiple customer accounts.
    Passion and ability to learn new CS offerings quickly.
    Self-motivated; proactive and perseverant mindset.
    General product and application knowledge.
    Travel Requirements

    1 – 2 trips annually to attend sales meetings.
    Physical Demands

    Normal office environment

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