As a Customer Success Manager, you will deep dive into customer needs while retaining and re-engaging customers. Your growing understanding of our products and services will enhance customer satisfaction, and you will have increased authority to negotiate service terms.

Responsibilities:

- Engage with existing customers to understand their needs and concerns.
- Provide moderate product and service support to solve customer issues.
- Develop retention strategies based on customer feedback.
- Re-engage lapsed customers by leveraging targeted communication strategies.
- Conduct regular follow-ups to ensure customer contentment.
- Contribute to the development of customer retention programs.
- Generate detailed reports on customer interactions and retention metrics.
- Support sales efforts through detailed data analysis and trend identification.
- Coordinate with marketing to align on retention campaigns.
- Assist in the creation of personalized customer retention plans.

Skills:

- Enhanced Communication:



Improved skills in engaging with customers.
- Advanced Customer Service: Expanded abilities to provide product and service support.
- Data Analysis: Proficiency in analyzing customer interaction data.
- Conflict Resolution: Capability to resolve moderate customer conflicts.
- Strategic Thinking: Skill in developing and executing customer retention strategies.
- Team Coordination: Ability to work closely with cross-functional teams.
- Analytical Mindset: Enhanced skills in identifying trends and patterns.
- CRM Proficiency: Moderate expertise in customer relationship management tools.

Our Values

Wolters Kluwer continuously strives for an inclusive company culture in which we attract, develop, and retain high-performing, productive, engaged, and diverse talent to deliver on our strategy. As a global company, ha

📌 Customer Success Manager (Australia)
🏢 Nearheal(trading as Nearheal
📍 Australia