Drive transformative customer experiences at Wolters Kluwer ELM Solutions. This senior-level role focuses on implementing cutting-edge 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 - Solid 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