Senior Customer Success Specialist

Wolters Kluwer

Publishing and Printing

Chicago, IL - USA

Senior Specialist / Project Manager

Experteer Overview

In this Senior Customer Success role, you will lead advanced customer interactions and shape retention initiatives. You’ll serve as a point of contact for escalations and translate insights into actions that improve satisfaction. You’ll work closely with cross-functional teams to resolve complex issues and drive adoption of our healthcare solutions. This position combines strategic advising with hands-on support to maximize customer value and outcomes.

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

Key requirements

3+ years of experience in SaaS-based customer success, account management, or related role with a focus on strategic or enterprise-level engagement and value realization
Healthcare background preferred (knowledge of CDS, EHRs, and related workflows)
Understanding of healthcare industry including regulations, patient outcomes, and cost pressures
Excellent project management, detail-orientation, and multitasking
Familiarity with customer success platforms and CRMs (Salesforce, etc.)
Data-driven, consultative approach to promoting product utilization
Ability to quickly establish rapport with all levels including C-suite
Excellent presentation, oral, and written communication skills

Strategic Communication Leadership Customer Advocacy CRM software proficiency (Salesforce)Advanced analytical skills Technical troubleshooting

Description

In this Senior Customer Success role, you will lead advanced customer interactions and shape retention initiatives. You’ll serve as a point …

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