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. #J-18808-Ljbffr

📌 Senior Director Customer Experience at Wolters Kluwer (Winnipeg)
🏢 Wolters Kluwer
📍 Winnipeg