Wolters Kluwer UK | VP, Global Business Operations & Strategy, CP & ESG Audit & Assurance

Responsibilities

• The main responsibility of the role is to manage the global TeamMate Customer Lifecycle from implementation through renewal, with the goals of maximising engagement across approximately 3,000 customers and improving retention.
• The role leads the Professional Services, Customer Success, Customer Service, Sales Support and Retention functions.
• In addition to post-sales customer lifecycle management, this position supports TeamMate Strategy, including VSP, budgeting and strategic projects; contributes to Go-to-Market activities such as business cases, packaging and pricing; and owns the Business Intelligence function supporting Sales, Marketing, Product and post-sales teams.
• To deliver on these goals, the position leads approximately 90 professionals globally and manages multiple external implementation and support partners to extend the capacity of Professional Services and Customer Support.
• Responsible for the design and execution of implementation and training for TeamMate products.
• Manages external partners that extend implementation capacity, including partner enablement and certification programmes.
• Responsible for renewals across the TeamMate customer base, including process definition and execution of customer interactions.
• Collaborates with GSO teams on process automation and with Finance and Order Management teams on invoicing.
• Identifies upsell opportunities for execution by the Sales organisation.
• Responsible for the design and execution of omnichannel customer support, including phone, email and self-service.
• Manages external partners that extend Customer Support capacity.
• Works closely with Development teams to identify opportunities for product and service improvement.
• Responsible for the design and execution of the Customer Success function, focused on increasing the value customers realise from TeamMate offerings and improving customer satisfaction and loyalty.
• Establishes, develops and maintains relationships with strategic and at-risk accounts throughout the customer lifecycle.
• Coordinates closely with Retention and provides additional coverage where required.
• Manages an Associate Director with a team of 4.
• Coordinates the creation and maintenance of materials in ERP and CRM systems.
• Leads collaboration with GSO and GBS teams to automate and improve end-to-end processes.
• Supports Finance on Professional Services revenue recognition and collaboration with Collections.
• Leads transactional data analysis and reporting across areas including pipeline, sales, Customer Support and Professional Services.
• Develops business cases to support investment decisions, including product development and hosting alternatives.
• Supports strategic decision-making, including active involvement in VSP and budget preparation.
• Direct responsibility for 40+ professionals globally across the Americas, EMEA and APAC.
• Direct responsibility for 6 professionals across EMEA, the Americas and APAC, supporting approximately 3,000 customers.
• Direct responsibility for 30+ professionals globally, providing support to approximately 3,000 customers.

Requirements

• A track record of translating strategy into measurable operational improvement and leading complex work at pace.
• Experience leading sizeable, geographically distributed teams through experienced functional leaders.
• Strong commercial and analytical judgement, with an understanding of customer economics, retention, recurring revenue and services delivery.
• Ability to connect operational detail with the wider business context and make clear, well-structured decisions.

Wolters Kluwer UK

Wolters Kluwer UK is an employer hiring in India.

Its finance, accounts, audit and tax openings in India are mostly in Gbr - London.