Senior Customer Success Specialist, APAC - B2B SaaS Solution

at  WOLTERS KLUWER SINGAPORE PTE LTD

Be the difference.
If making a difference matters to you, then you matter to us.
We are now looking for an Senior Customer Success Specialist; you will act as a strategic partner to our TeamMate customers. You will be proactive in ensuring product adoption, building customer relationships, soliciting customer feedback, and analyzing patterns of successful customers. In this role, you will initially report to the General Manager, TeamMate Asia Pacific.
TeamMate software is used by audit professionals all over the world and is recognized as the award-winning audit management system that increases the efficiency and productivity of the entire internal audit process, including: risk assessment, planning, scheduling, execution, review, report generation, trend analysis, audit committee reporting and storage.
This is a Permanent Full-Time position, to be based in Shenton Way, Singapore (hybrid working, working from home 2 days/week).

ABOUT US

Wolters Kluwer reported 2022 annual revenues of €5.5 billion. The group serves customers in over 180 countries, maintains operations in over 40 countries, and employs approximately 20,000 people worldwide. The company is headquartered in Alphen aan den Rijn, the Netherlands. Wolters Kluwer shares are listed on Euronext Amsterdam (WKL) and are included in the AEX and Euronext 100 indices.
For more information about our solutions and organization, visit www.wolterskluwer.com .

• Responsible to reach out to customers proactively off renewal cycle to understand customers’ situation, and help them solve challenges, directly or by channeling their request to Support & PS teams
• Back up retention teams in peak periods or when coverage is needed
• Provide inputs for the creation of a customer health index, they need to understand risk of churn, and share with account manager and retention teams
• Work with Sales, Professional Services, Product & Support colleagues to address customer needs and ensure best practice product utilization.
• Position as a key point of escalation for designated accounts, to ensure TM can react and evolve to changing customer requirements.
• Understand customer requests that require product updates, qualify them and channel them appropriately to the Product Management team
• Share with TM customers the product / company / market messaging designed by our Marketing team
• Passionate about our customers’ experience, you will build and maintain that experience for all customers in your portfolio.
• Become an expert on our product solutions as well as customer use cases and use this knowledge to identify and solve customer pain points.
• Drive awareness of regional user groups and speaking opportunities at Customer Appreciation Events
• Use customer management tools to track customer communication, issues and metrics.
• Drive close collaboration with implementation partner and Professional Services;
• Develop strong relationships with all key decision makers and influencers across each customer in your portfolio.
• Uncover and mitigate any risk that threatens each customer’s growth, satisfaction, or renewal; conceive and execute risk mitigation plans. Schedule stakeholder calls.
• Drive high overall customer NPS rates
• Contribute to the future development of the Customer Success initiatives and strategy.
• Managing Customer Relationships: Ensuring customer growth, satisfaction, and retention within the assigned portfolio of accounts in (demand generation, onboarding and/or customer success focused).
• Build, maintain, and execute on account plans for each assigned account and coordinate appropriate internal resources for delivery.
• Attend key design review sessions, review project milestones, attend key project management sessions.
• Understand service agreement terms of each customer contract and ensure the work is completed and delivered to the customer on or before the deadline.
• Develop strong relationships with all key decision makers and influencers across each customer in your portfolio.
• Uncover and mitigate any risk that threatens each customers’ growth, satisfaction, or renewal.
• Engage customers in user groups, focus groups and annual conferences