Operations Manager, Customer Success
Wolters Kluwer – Legal & Regulatory
Job Posting R0011627
Location: Riverwoods, IL or Remote-based (US)
Job Description Summary
Requires specialized depth and/or breadth of expertise, conceptual and practical knowledge of theories and principles, and applies general knowledge of business and industry practices within sales operations. Works independently, with guidance in only the most complex situations. Provides operational support to sales management. Plans and coordinates projects to improve the operational efficiency and effectiveness of the sales force. Contributes to the development of processes and procedures to support the sales process and participates in the development of requirements for sales support systems. Develops, implements and analyzes compensation programs for sales personnel, including sales plan analysis and design, calculation of plan payments and trend analysis. Reviews information of sales activities that support sales performance metrics and sales process improvement. Serves as advisor on advanced and broad ranging projects. Interprets business challenges and recommends best practices to improve products, processes or services. Leads others in solving complex problems using sophisticated analytical thought to exercise judgement and identify innovative solutions. Leads functional teams or projects. Exercises judgment in evaluation, selection, and adaption of both standard and complex techniques and procedures. Uses in-depth professional knowledge and acumen to develop models and procedures and monitors trends.
The Operations Manager, Customer Success will be integral to the success of the Wolters Kluwer Legal Markets Customer Success team. As a part of the Sales Operations team, they will drive the effectiveness and efficiency of our Customer Success organization by collaborating with leaders within the Customer Success, Sales, and Operations teams. They will drive a culture of data-driven decision making and this individual will function as a center of expertise for the Customer Success organization.
The Operations Manager, Customer Success will have demonstrable experience in analyses, reporting and processes across a broad range of Customer Success topics such as retention, renewal processes, renewal trends, churn, and forecasting. They will also have experience in in the administration of Customer Success tools such as Gainsight. They will have experience working closely with a number of internal stakeholders, including, Sales and Success Operations, Sales, Finance, Product, Customer Success, and the Executive/Senior Leadership team.
Minimum: BA/BS or equivalent experience
Preferred: MBA or advanced degree
Preferred Experience (includes minimum):
Travel: Limited travel, up to 5%Posted 7 Days AgoFull timeR0011627
Wolters Kluwer (WKL) is a global leader in professional information, software solutions, and services for the health, tax & accounting, finance, risk & compliance, and legal sectors. We help our customers make critical decisions every day by providing expert solutions that combine deep domain knowledge with advanced technology and services.
Wolters Kluwer reported 2019 annual revenues of €4.6 billion. The group serves customers in over 180 countries, maintains operations in over 40 countries, and employs approximately 19,000 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.
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EQUAL EMPLOYMENT OPPORTUNITY
Wolters Kluwer and all of its subsidiaries, divisions and customer/business units is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or any other protected status.Operations Manager, Customer Success