Customer Success Specialist
Wolters Kluwer Open At a glance
Mid-level Customer Success role at Wolters Kluwer. Gothenburg · full-time.
Pay not stated Customer Success salary
growthroles summary, based on the employer's posting.
What you'll do
- Guide customers through more involved onboarding and teach them how to use the product
- Respond to customer questions, troubleshoot mid-level technical problems, and flag urgent issues
- Review usage patterns and share repeated customer feedback with the team
- Coordinate with sales and support on customer problems, then suggest improvements based on feedback
- Help create and update materials used during customer onboarding
What you bring
- You bring customer service experience and can handle customer issues of increasing complexity
- You communicate clearly, build customer relationships, and can lead product training sessions
- You can interpret basic data, solve intermediate problems, and manage varied tasks
- You have a strong grasp of product features and can use CRM and customer support software at an intermediate level
Who this fits
This mid-level role suits someone building on an initial customer service background and taking on broader post-sale customer work. The position is hybrid in Gothenburg. Interviews include in-person stages, and candidates may need to attend onsite at an office.
From the employer
About the Role:
As a Customer Success Specialist, you will build upon your initial customer service experience to manage more integrated aspects of the customer lifecycle. You will support various post-sales activities, assist with product usage training, and ensure that customers effectively engage with our solutions. Your work will contribute significantly to customer retention and satisfaction.
Responsibilities:
• Support more complex customer onboarding processes.
• Handle multiple customer inquiries with increasing complexity.
• Assist in resolving intermediate technical issues and troubleshooting.
• Conduct intermediate product training sessions for customers.
• Monitor and analyze customer usage patterns.
• Document and communicate recurring customer feedback to the team.
• Collaborate with sales and support teams on customer issues.
• Identify and escalate critical customer issues.
• Recommend product/service improvements based on customer feedback.
• Assist in development and refinement of onboarding materials.
Skills:
• Advanced Communication: Effective verbal and written communication skills.
• Customer Relationship Management: Skills to manage and nurture customer relationships.
• Analytical Skills: Use basic data to identify trends and insights.
• Problem Solving: Intermediate problem-solving capabilities for resolving customer issues.
• Product Knowledge: In-depth understanding of product features and benefits.
• Training Skills: Ability to convey information effectively during training sessions.
• Project Management: Basic project management skills to handle varied tasks.
• Technical Proficiency: Intermediate proficiency with CRM and other customer support software.
Our Interview Practices
To maintain a fair and genuine hiring process, we kindly ask that all candidates participate in interviews without the assistance of AI tools or external prompts. Our interview process is designed to assess your individual skills, experiences, and communication style. We value authenticity and want to ensure we’re getting to know you—not a digital assistant. To help maintain this integrity, we ask to remove virtual backgrounds and include in-person interviews in our hiring process. Please note that use of AI-generated responses or third-party support during interviews will be grounds for disqualification from the recruitment process.
Applicants may be required to appear onsite at a Wolters Kluwer office as part of the recruitment process.
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