Job Information
Wolters Kluwer Associate Director, Customer Success in Minneapolis, Minnesota
Basic Function
The Associate Director, Customer Success is responsible for the day-to-day management of a team of Customer Success Specialists who drive customer product adoption and pursue renewal or up-sell/cross-sell opportunities. They will define standard processes and trackable success metrics to ensure the team is working efficiently and able to meet its sales and revenue targets. Also responsible for collaborating regularly with Sales leaders to ensure performance aligns with the needs of the broader Sales organization.
A strong culture is pivotal to the success of WK Compliance Solutions, which the Associate Director, Customer Success will be responsible for nurturing and maintaining by inspiring Customer Success Specialists, generating excitement and engagement, and driving strong collaboration with Sales and Product teams.
Essential Duties and responsibilities
Implement plans to execute an integrated Compliance Solutions sales strategy in alignment with the Director, Customer Success.
Establish, meet and exceed sales targets for accounts and reps based on overall sales strategy; hold sales team accountable to metrics by managing forecasts, priorities, budget, and coaching
Provide insights into sales team’s performance and identify strategies / growth opportunities that help WK Compliance Solutions meet its growth and retention objectives
Monitor customer product usage trends to identify potential opportunities to drive adoption at focus accounts
Monitor the pipeline and identify accounts with potential renewal or up-sell opportunities
Execute against a set of standard operating procedures (sales methodology, process, tools) that incorporate best practices, and manage performance against success metrics
In collaboration with the Director, Customer Success, create a workforce planning strategy, hire approved positions, and develop additional sales resources, as needed, to drive and maintain high performance
Provide coaching to team to develop team talent
Foster a highly engaged, motivated, and strong-performing culture
Develop strong internal relationships with other sales leaders including Key Accounts, Field Sales, and Solution Consulting
Other Duties
Drive to connect with team members, cultivate excitement for change, and develop talent
Foster a collaborative and team-oriented environment
Stay organized and effectively manage multiple priorities at once
Job Qualifications
Education:
- Bachelor’s degree or equivalent related experience
Experience:
2+ years combined successful commissioned sales experience and sales management experience
Lead, manage, coach, and inspire team members
Success in leading remote teams
Experience in Customer Success, Technology Training, or renewal sales
Experience in the financial services, or lending compliance industries preferred.
Other Knowledge, Skills, Abilities or Certifications:
Communicate with senior levels of management in a clear, concise, and effective way, internally and externally; virtually and face-to-face
Service driven mentality
Facilitate and drive value during internal and customer meetings
Foster a collaborative and team-oriented environment, and collaborate with others across the organization
Proven track record meeting and exceeding sales targets
Detailed understanding of the lead-to-order process for varying levels of deal complexity
Analytical background with the ability to interpret and action on sales data
Develop and mentor new and existing team members of varying levels of experience
Stay organized and manage multiple priorities at once
General product and application knowledge preferred
Travel requirements
- Up to 20% domestic travel may be required.
EQUAL EMPLOYMENT OPPORTUNITY Wolters Kluwer U. S. Corporation 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 protected veteran status.