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. Professional Services 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. Direct responsibility for 40+ professionals globally across the Americas, EMEA and APAC. Retention 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. Direct responsibility for 6 professionals across EMEA, the Americas and APAC, supporting approximately 3,000 customers. Customer Service 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. Direct responsibility for 30+ professionals globally, providing support to approximately 3,000 customers. Customer Success 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. Proactively engages customers outside the renewal cycle to understand their needs and help resolve challenges directly or through Support and Professional Services. Business Intelligence, Product Operations & Sales Support Manages an Associate Director with a team of 4. Defines packaging and pricing for TeamMate products. 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. Sales Support also reports into the Associate Director, BI & Operations, with 2 direct reports. 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. Leads market-sizing activities. Strategy Supports strategic decision-making, including active involvement in VSP and budget preparation. Leads strategic projects. Requirements Significant in-house operating leadership within enterprise software, B2B SaaS or a similarly regulated, recurring-revenue business. 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. A collaborative leadership style and the credibility to influence across functions. Questions? For questions, please contact recruiter Silvie Roelans on silvie.roelans@wolterskluwer.com Please note that we only accept applications via our careers page. 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. 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 2025 annual revenues of €6.1 billion. The group serves customers in over 180 countries, maintains operations in over 40 countries, and employs more than 21,000 people worldwide. Our customers work in industries that impact the lives of millions of people every single day. Our mission is to empower our professional customers with the AI-powered solutions they need to make critical decisions, achieve successful outcomes, and increase productivity. We deliver trusted, AI-powered expert solutions that combine deep domain knowledge, proprietary content, and advanced technology to provide expert-validated insights, automate workflows, and drive better outcomes. Today, nearly 70% of our digital revenues come from AI-powered solutions, reflecting our strategic focus on embedding AI into professional workflows and delivering measurable productivity gains. We are committed to helping professionals navigate complexity, improve the way they work, and solve critical challenges through cloud-based, AI-powered platforms that integrate seamlessly into their workflows and ecosystems. Our solutions are designed to deliver impact when it matters most, especially in high-stakes environments where accuracy and trust are essential. With a nearly 190-year legacy, Wolters Kluwer continues to evolve its portfolio of digital solutions and services to meet the changing needs of professionals worldwide, enabling them to work faster, make smarter decisions, and deliver better outcomes. For more information about our solutions and organization, visit www.wolterskluwer.com, or follow us on LinkedIn, Instagram and Facebook. 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. Our global Together we thrive well-being program reflects our commitment to supporting colleagues across physical, mental, social, and financial well-being. That commitment has been recognized externally through Ragan’s Top Places to Work for Employee Wellbeing: Large Organization in 2024. More recently, Wolters Kluwer was recognized by Forbes as one of America’s Best Large Employers 2026 and America’s Best Employers for Engineers 2026. In 2025, Wolters Kluwer was also recognized by Forbes as one of America’s Best Employers for Women. 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 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.

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