Drive transformative customer experiences at Wolters Kluwer ELM Solutions. This senior-level role focuses on implementing innovative retention and expansion strategies for enterprise clients.

As the Director of Customer Experience, you will play a crucial role in redefining client interactions within Wolters Kluwer's Sales organization. With responsibilities encompassing retention ownership and cross-selling initiatives, your strategic insights will directly impact the $170M ARR across various accounts. The role demands close collaboration with multiple departments to ensure alignment and achieve customer success metrics.

Key Responsibilities:
• Lead the establishment of a Customer Experience function
• Design coverage models for account management




• Define roles and engagement models across customer lifecycle
• Collaborate on expansion strategies with key stakeholders
• Operationalize customer health metrics in Salesforce

Requirements:
• 10+ years of experience in customer success roles
• Proven success in developing customer experience frameworks
• Familiarity with SaaS and customer engagement metrics
• Robust ability to collaborate with executive leadership
• History of influencing customer adoption and retention

Join Wolters Kluwer and enhance our client-centric approach through effective experience management.
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📌 Senior Director Customer Experience at Wolters Kluwer (British Columbia)
🏢 Wolters Kluwer
📍 British Columbia