About

Job Summary The Customer Success Associate (CSA) is responsible for building and maintaining post sales strategic relationships with Enablon assigned accounts. This role will serve as a trusted advisor to accounts in complex industries, providing strategic vision, technical insights, and domain knowledge to ensure customer success and system adoption. It will focus on Customer Adoption and Retention. Within the Customer Success organisation, the CSA leads the account and partners with Executive Account Managers (EAM) and works closely with the Customer to drive adoption of the solutions and work to maintain license renewals. This individual demonstrates excellent communication and organisational skills, solid understanding of the Enablon solution and a strong focus on customer satisfaction. This role reports to the Manager, Customer Success APAC. Key responsibilities: Provide advice and guidance as the Enablon subject matter expert to ensure successful ongoing usage and adoption of the Enablon platform Provide technical acumen to fluently discuss product, subject matter domain, best practices, and strategies to achieve results Provide strategic sales skills and facilitate the role as trusted advisor to the account Design, develop, and implement an innovative strategic account plan with customer requirements to achieve customer satisfaction and account growth Coordinate resources, activities, and efforts to mitigate customer issues Develop key relationships in an account to diversify client contact touch points and interaction frequency Engaging with customer support as a customer advocate to ensure speedy resolution of customer issues Engaging with Product management as the customer advocate on product roadmap discussions Maintain current functional and technical knowledge of the Enablon Platform Act as a domain SME, product SME, and customer advocate to achieve quick customer issue resolution Deliver and exceed on all performance targets. Serve as the account first line of defense to mitigate issues and prevent troubled customer situations from arising, raising company awareness immediately to avoid deterioration of the account relationship, user satisfaction, or sales opportunities. Other Duties May perform other duties as assigned by supervisor. Education: Bachelor’s degree or equivalent experience in EHS&Q highly recommended Fluent in English About You: 3+ years of experience in an Environmental, Health & Safety (EHS)-related function is required - oil & gas, manufacturing, construction, etc. Exposure to and understanding of EHS terminology, required. Ability and confidence to communicate at all levels of an organisation including executive-level Customer-centric, assertive, self-starter Excellent problem-solving skills Experience with Enablon software (ORM or EHS), highly preferred. Other Knowledge, Skills, Abilities or Certifications: Must be customer service oriented and believe in teamwork, collaboration, adaptability & self-initiatives. Demonstrable success in thinking strategically, executing tactically while providing consistent and high levels of customer satisfaction and retention in a matrixed environment. Excellent analytical skills & problem-solving skills, combined with the ability to provide quick resolution to problems. Exceptional verbal and written organizational, presentation, and communication skills. Travel requirements 10%-20% percent travel required depending on quarterly cycles & customer needs. Travel will primarily be domestic, though some international travel may be required. Our Values Wolters Kluwer continuously strives for an inclusive company culture in which we attract, develop, and retain high-performing, productive, engaged, and diverse talent to deliver on our strategy. As a global company, having a diverse workforce from different backgrounds, nationalities, races, genders, gender identities, ages, sexual orientations, physical disabilities, religions, expertise, and talents is of the utmost importance. We pride ourselves on our culture, which promotes inclusion, accessibility and flexible working arrangements. Culture and Benefits We care for our people and as a part of that we offer: Flexible Working Arrangement –Work from Anywhere and Hybrid Working (promoting work life balance) Learning and Development opportunities Access to health and wellness programs Parental leave benefits that exceed legislative requirements The opportunity to work within a global organization with experienced leaders You can learn more about what we do by visiting our: Website : Wolters Kluwer Australia | Wolters Kluwer Applicants may be required to appear onsite at a Wolters Kluwer office as part of the recruitment process. If making a difference matters to you, then you matter to us. Join us, at Wolters Kluwer, and be part of a dynamic global technology company that makes a difference every day. We’re innovators with impact. We provide expert software and information solutions that the world’s leading professionals rely on, in the moments that matter most. You’ll make a real difference in the lives of millions of people. Together with our customers, we help to advance sustainability, health, justice, prosperity, and commerce around the world. You can thrive at Wolters Kluwer, where diversity is core to our collective strength and high performance. Be your unique self, share your creative ideas, do your best work, and take time to grow in our caring and inclusive culture where you can belong. Wolters Kluwer reported 2023 annual revenues of €5.6 billion. The group serves customers in over 180 countries, maintains operations in over 40 countries, and employs approximately 21,400 people worldwide. Our customers work in industries which impact the lives of millions of people every single day. Our mission is to empower our professional customers with the information, software solutions, and services they need to make critical decisions, achieve successful outcomes, and save time. Our expert solutions combine deep domain knowledge with technology to deliver both content and workflow automation to drive improved outcomes and productivity for our customers. We are committed to helping professionals improve the way they do business and solve complex problems with our range of digital solutions and services, which we continuously evolve to meet their changing needs. Our 188-year legacy and portfolio represent thousands of customers worldwide. For more information about our solutions and organization, visit www.wolterskluwer.com, follow us on Twitter, Facebook, and LinkedIn. Wolters Kluwer has a dedicated team of experienced talent acquisition professionals who are ready to hear what makes you tick and share how Wolters Kluwer can help you achieve your goals and ambitions. Here Rasi Fawaz shares some tips on what recruiters are looking for on a resume. As a global organization, we recognize that solving a wide range of complex problems requires diverse perspectives and innovative thinking. We know that bringing our best to our customers, communities, and other key stakeholders requires a highly engaged and talented workforce – one that represents the diversity of those we serve and the communities where we live and work. We aim to provide a welcoming environment and equitable opportunities for all employees regardless of background, nationality, race, ethnicity, gender, gender identity, age, sexual orientation, marital status, disability, or religion. This principle is ingrained in our company values and articulated in our Code of Business Ethics. At Wolters Kluwer, you’ll feel valued for your contributions, and you’ll know that your health, safety, and well-being are important to us. Our well-being benefits provide tools, programs, and resources to help our diverse employees feel healthy, happy, safe, and prosperous. In 2024 we were awarded Ragan’s Top Places to Work for Employee Wellbeing: Large Organization, in recognition of our commitment to maintaining and enhancing the well-being of our colleagues through our ‘Together we thrive’ well-being program. To ensure we continue to drive innovation that enables us to develop products and services to best serve our customers, we cultivate a workplace culture rooted in mutual respect, bringing forward insights from a wide range of backgrounds, perspectives, and experiences. We are also committed to complying with laws requiring equal opportunity in hiring, promotion, and other employment decisions. All qualified applicants will receive consideration without regard to race, color, religion, sex (including pregnancy, gender identity, transgender status, and sexual orientation), national origin, disability, age, genetic information, veteran status, or any other characteristic protected by applicable law, and we do not tolerate discrimination on any of these bases. GDPR Careers Privacy and Cookies Wolters Kluwer (“we” or “us”) wants to inform you about the ways we process your personal information. In this Privacy & Cookie Notice we explain what personal information we collect, use and disclose. You'll find details related to GDPR and other data privacy policies on our Careers Privacy and Cookies page.