Senior Customer Success Specialist(Sales Support,looking firm Publishing & Health research Co.)

To enable customers to achieve their desired outcomes by delivering proactive, personalised, and value-driven support throughout their lifecycle. The Customer Success Specialist builds strong, trust-based relationships, ensures transparency, and deeply understands each customer's goals to drive adoption, satisfaction, and long-term success. As the trusted advisor for assigned accounts, you will accelerate onboarding and adoption, quantify and communicate ROI, reduce attrition, and drive expansion translating customer goals into measurable results - because their success is our success.

Key Responsibilities

• Serve as the primary point of contact and trusted advisor for assigned customers, ensuring a positive and seamless experience from onboarding through to renewal.
• Lead customers through a structured onboarding and lifecycle framework, ensuring success plans, value realisation discussions, and customer engagement activities are maintained throughout the customer journey.
• Understand customer objectives and develop tailored success plans to drive product adoption, engagement and measurable outcomes.
• Demonstrate and communicate customer value and outcomes through regular checkins, business reviews, and success conversations.
• Support technical implementation activities during pre- and post-sales phases, including configuration and optimisation of Ovid solutions.
• Monitor customer health metrics and proactively address risks to retention or satisfaction.
• Identify and qualify expansion and crosssell opportunities based on customer needs, usage insights, and strategic alignment.
• Partner with Sales to ensure customers are renewalready by articulating value, addressing risks early, and supporting a smooth renewal process.
• Strengthen customer advocacy and elevate the Voice of the Customer by building referenceready relationships, capturing VOC insights, and driving targeted engagement for lowhealth accounts to support retention and growth.
• Collaborate with internal teams (Sales, Product, Support) to advocate for customer needs and deliver solutions.
• Follow standard Customer Success processes, tools, and documentation practices to ensure consistency and quality across the customer lifecycle.
• Maintain accurate records of customer interactions and progress in CRM system.
• Promote Wolters Kluwer's presence through engagement with professional societies, user groups, and participation in industry exhibitions and events.
• Contribute to the ongoing improvement of Customer Success processes, resources, and best practices.
• Perform other duties as assigned by the manager.

Skills and Experience

Required:

• 1-3 years in Customer Success, Account Management, or related client-facing roles.
• Excellent verbal and written communication skills ability to build rapport and trust.
• Strong presentation skills.
• Strong analytical and troubleshooting skills with a proactive mindset.
• Comfortable learning and explaining software solutions prior experience with SaaS preferred.
• Ability to work cross-functionally and manage multiple priorities effectively.
• Familiarity with CRM systems (e.g., Salesforce) and customer success tools is advantageous.
• Bachelor's degree or equivalent.
• Valid driver's license.

Desirable:

• Experience working with SaaS solutions in healthcare, medical research, or related industries.
• Background in library sciences or clinical information systems.
• Knowledge of authentication methods such as SSO and IP-based access.
• Technical proficiency in HTML, CSS, JavaScript, jQuery, PHP, or MySQL.

Key Relationships

.Internal: Collaborate closely with APAC and global Customer Success teams, Product Support, Product Management, and Regional Sales to deliver seamless customer experiences, ensuring solutions are aligned with customer needs.

.External: Build and maintain strong relationships with key customers, distribution partners, professional societies, and user groups to promote engagement and advocacy.

Personal Attributes

• You'll thrive in this role if you are highly organized, proactive, and passionate about delivering exceptional customer experiences.
• Exceptional presentation and communication skills, with the ability to simplify and explain technical concepts to diverse audiences.
• Demonstrated ability to manage and complete technical projects independently while meeting deadlines.
• Self-motivated and data-driven, with strong attention to detail and a proactive, problem-solving mindset.
• Willingness to travel regularly across your territory and occasionally internationally.
• Strong customer-facing skills and a commitment to delivering outstanding service.
• Creative and resourceful, with the initiative to develop innovative solutions to challenges.

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