We are currently seeking a dynamic Customer Success Manager to join our growing teams across the country. CT (Corporate Trust) Corporation is the global leader of legal entity management, corporate compliance and due diligence solutions. Businesses and law firms around the world trust CT Corporation to manage their most critical business and legal compliance responsibilities.

As the Customer Success Manager, you will ensure that the Customer Success Team is fulfilling customer orders, upselling services where possible, working on maintaining cordial relationships with all customers, and providing a world-class customer experience. The Customer Success Manager also establishes policies and procedures, in accordance with the consumer laws, to provide necessary customer service and promote good customer relations. 

In this role, you will report to the Associate Director, Customer Success, and work a hybrid schedule from our local Columbus, Ohio office. (Two days in office and three days from remote home office) .

Responsibilities:

Develop and monitor business plans, goals and objectives to effectively guide the team, manage and ensure the continued growth of the business by communicating the organizations goals, vision and mission to inspire and motivate staff; articulating and demonstrating the value and benefit of service offerings to the team and to customers; and implementing action plans with staff to lead them to achieve individual and team goals and objectives, including delivering an industry-leading customer experience, retaining existing customers, and growing revenue. Manage the workflow processes of the team in the following areas (order transactions, lead generation, service of process inquiries and issues, billing inquires and issues, execution of account maintenance and delivery instruction entry) by overseeing the fulfillment of customer business needs, understanding jurisdictional requirements, corporate filings, options for forming new business entities, retrieving corporate documents, strategies for effectively searching public records, updating customers on state corporate status information); ensuring proper work and follow-up is performed to deliver fast, reliable service to customers; improving team member order management practices to proactively reduce errors and head-off potential filing and document ordering issues for customers; supervising invoicing processes in order to reduce billing revisions; assuming final accountability for the teams actions during financial aspects of client orders (e.g. , posting charges for transactions, issuing checks for disbursements, following through to collection) to meet annual revenue goals; training, developing, and directing team members to provide excellent, high-level consultative customer support through all corporate service processes; and fostering positive working relationships between team members and other internal departments. Manage the day-to-day activity of team by monitoring operations to ensure the workload is evenly distributed throughout the team; effectively delegating a portion of team-based responsibilities to team members; maximizing team member productivity for delivering revenue; ensuring proper coverage of incoming client requests; promoting teamwork; completing regular quality audits to ensure consistency and accuracy across all team members; providing continuous feedback to the team through coaching and one-on-one observations; helping the team to understand and manage organizational changes; and aligning all activities with the organizations goals, vision and missions. Monitor and improve team performance metrics by evaluating performance and contributing to the overall financial health of company; reviewing and analyzing metric reports (e.g. , data related to speed, quality, reliability, accuracy, customer experience, financial performance) to identify improvement opportunities; gathering and implementing recommendations for process improvements from all sources (e.g. , staff, associates, partners, customers) to deliver on organizational goals (e.g. , efficiency, employee satisfaction, customer satisfaction, retention of existing customers, revenue growth, financial results); designing and implementing action plans that have a positive effect on the organizations goals, vision and mission; facilitating consistency through the use of best practices and processes across all team members; aligning and coordinating major change initiatives within a common framework; and ensuring all team activities meet or exceed organizational requirements for management, health and safety, legal stipulations, and general duty of care. Participate in the maintenance and growth of business by promoting the identification of up-sell/cross-sell opportunities by staff for the full array of business products and services; guiding efforts to retain current customers; setting clear expectations regarding the capabilities of our products and services; promoting increased usage of our products and services within existing client base. Develop a high-performance team to maintain CT's position as an industry leader by motivating and retaining top performers; providing training to resolve issues; developing talent; mentoring and coaching all members of team (e.g. , associate customer specialists, customer specialists, senior customer specialists, assistant manager); adapting the team structure to meet business needs (e.g. , staffing, allocating resources, delegating); ensuring teamwork; and consistently honing team member skill sets that can be leveraged to achieve current business goals. Manages departmental expenditures within agreed budgets by monitoring the financial resources required to support the personnel expenses of the department; responding to questions about budgets and future monetary needs; authorizing, tracking and reconciling spending; and justifying and securing unplanned resources. Participate in organizational activities to meet or exceed company objectives by applying knowledge and expertise to special projects and initiatives that will help drive profitability and growth (e.g. , national projects); participating in strategic discussions with organizational leadership; sharing analytical, quantitative, and conceptual insights to enhance the organization; identifying opportunities to collaborate across groups and/or leverage partnerships; collaborating with peers to develop and advance company-wide initiatives and strategies; participating as a functional member of committees; and serving as a business leader, thought leader, and role model within the organization. 

Qualifications:

Education:  Minimum: Bachelor’s Degree in any discipline (Business-related qualification is a plus). 

Required Experience: 

Minimum: 3-5 years of team management experience. 

Management of KPI’s such as CSAT, Absenteeism, Service Levels, etc. 

Preferred Experience, Knowledge, Skills and Abilities: 

Experience in the field of legal information services (statutory filings, corporate structures, etc.) 

Analytical and Data-oriented - to help make strategic business development decisions, as well as constantly evaluate the health of the business. 

Basic understanding of cloud technologies (AWS, Azure etc.) or willingness to self-train. 

Excellent presentation, oral and written communication skills. 

Strong understanding of Microsoft Office (Outlook, Excel, Powerpoint etc.) 

Experience with CRM systems such as Salesforce, Taleo, Zendesk etc. 

#LI-Hybrid

Domestic travel may be required based on suitable conditions. 

Wolters Kluwer is a global leader in professional information services. Professionals in the areas of legal, business, tax, accounting, finance, audit, risk, compliance and healthcare rely on Wolters Kluwer's market leading information-enabled tools and software solutions to manage their business efficiently, deliver results to their clients, and succeed in an ever more dynamic world. Every day, our customers make critical decisions to help save lives, improve the way we do business, and build better judicial and regulatory systems. We help them get it right.

For more information about our solutions and organization, visit www.wolterskluwer.com, follow us on Twitter, Facebook, LinkedIn, and YouTube.

As a Customer Success Manager, you will manage a team of specialized tasks to ensure quality customer outcomes. You will play a key role in refining customer success processes, managing high-impact customer relationships, and ensuring continuous improvement in customer satisfaction and engagement.

Responsibilities:
• Manage and develop team.
• Handle critical and complex customer inquiries and escalations.
• Develop and implement detailed customer success strategies.
• Conduct tailored, high-level training sessions for key customers.
• Monitor and ensure the alignment of customer goals with product usage.
• Create and present comprehensive reports on customer success metrics.
• Drive process improvements based on customer data and feedback.
• Collaborate with cross-functional teams to enhance the customer experience.
• Maintain and grow high-impact customer relationships.
• Ensure consistent quality in all customer interactions and deliverables.

Skills:
• Exceptional Communication: Highly effective communicator with all stakeholder levels.
• Strategic Problem Solving: Ability to resolve complex customer challenges.
• Proactive Customer Engagement: Anticipate and address customer needs proactively.
• Comprehensive Product Knowledge: Mastery of product and service offerings.
• Process Improvement: Skills to drive and manage process enhancements.
• Project Management: Proficient in managing and leading impactful projects.
• Analytical Insight: Deep ability to interpret and act on customer data.
• Customer Relationship Management: Expertise in nurturing and expanding customer relationships.