Manager, Customer Success – Corporate Services

Wolters Kluwer is a global leader in professional information services that combines deep domain knowledge with specialized technology. Our portfolio offers software tools coupled with content and services that customers need to make decisions with confidence. Every day, our customers make critical decisions to help save lives, improve the way we do business, build better judicial and regulatory systems. We help them get it right.

Who We Are: Wolters Kluwer: The world is a big place, find your place here.

RASi: RASi | Registered Agent, Incorporations, & Business License Services

Office Locations: Contact Wolters Kluwer | Wolters Kluwer ​

Hours: 7:00 a.m. - 4:00 p.m. PST/8:00 a.m. - 5:00 p.m. CT

What We Offer:  

The Manager, Customer Success role offers growth potential opportunities, professional development, an engaging small team environment, and amazing benefits.

What You'll be Doing:

As a Manager, Customer Success, you will oversee the day-to-day operations of a team dedicated to ensuring a seamless post-sales journey for our valued customers. By fostering robust customer relationships and promoting optimal product usage, you will play a crucial role in enhancing customer satisfaction and driving customer loyalty from day one.

Key Tasks:   

• Supervise the daily activities of a team of entry-level professionals.
• Facilitate a smooth customer onboarding process, ensuring seamless transitions.
• Monitor customer performance and promote engagement with our products.
• Provide ongoing assistance and support to customers post-sale.
• Resolve customer issues and escalate complex problems as necessary.
• Conduct regular check-ins with customers to assess satisfaction and areas for improvement.
• Collaborate with sales and support teams to implement customer initiatives.
• Track and report on customer health metrics.
• Assist in training customers on product usage to maximize satisfaction.
• Ensure implementation schedules, targets, and budgets are met per agreements.

You're a Great Fit if You Have:  

• 7+ years corporate services/registered agent experience required, more is preferred.
• 2+ years’ people management experience required - Teams of 6+
• Industry knowledge in all 50 states, including but not limited to: Online Secretary of State (SOS) research, incorporation/formation of business entities, qualifications/registrations, reinstatements, dissolutions, withdrawals, and mergers/conversion filings - Required
• This is a working manager role - managers are targeted to spend 25-50% of their time processing work and 25-50% of their time managing; however, we are growing very fast, and managers can spend up to 95% of their time processing work.
• Education: Bachelor’s degree
• Customer Relationship Management: Ability to manage and nurture customer relationships effectively.
• Ability to train with our specific industry content knowledge, develop team members skills, coach team members to positive outcomes.
• Experience with performance improvement plans and interviewing.
• Communication: Clear and professional verbal and written communication skills.
• Problem Solving: Capacity to identify issues and provide practical solutions promptly.
• Project Management: Basic knowledge of managing timelines, tasks, and resources.
• Data Tracking: Ability to use tools for tracking customer metrics.
• Product Knowledge: Comprehensive understanding of our products/services.
• Collaboration: Work effectively with various internal teams.
• Adaptability: Flexibility to adjust to shifting priorities and new processes.

We are an incredibly supportive team that truly enjoys what we do and who we do it with. We play a key role within WK and assist in driving the daily success. If you have a passion for making a true difference within an organization, while working alongside a genuinely caring and supportive team, we highly encourage you to apply. #Bethedifference

Wolters Kluwer offers great benefits and programs to help meet your needs and balance your work and personal life, including Medical, Dental, & Vision Plans, 401(k), FSA/HSA, Commuter Benefits, Tuition Assistance Plan, Vacation and Sick Time, and Paid Parental Leave. Full details of our benefits are available at https://www.mywolterskluwerbenefits.com/index.html  

Diversity Matters: Wolters Kluwer strives for an inclusive company culture in which we attract, develop, and retain diverse talent to achieve our strategy. As a global company, having a diverse workforce is of the utmost importance. We've been recognized by employees as a European Diversity Leader in the Financial Times, as one of Forbes America’s Best Employers for Diversity in 2022, 2021 and 2020 and as one of Forbes America’s Best Employers for Women in 2021, 2020, 2019 and 2018. In 2020, we placed third in the Female Board Index, and were recognized by the European Women on Boards Gender Diversity Index. Wolters Kluwer and all of our subsidiaries, divisions and customer/departments is an Equal Opportunity / Affirmative Action employer. 

The above statements are intended to describe the general nature and level of work being performed by most people assigned to this job.  They’re not intended to be an exhaustive list of all duties and responsibilities and requirements.

Applicants may be required to appear onsite at a Wolters Kluwer office as part of the recruitment process.

Compensation: