Wolters Kluwer
Senior Sales Support Associate
St. Paul ,
Minnesota
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NOTE: Heavy preference on someone willing/able to work east coast hours.
The Senior Sales Support Associate (AKA: Customer Account Specialist=CAS) is responsible for supporting the sales team. This is done by responding to customer inquiries and issues, collecting user metrics, and initiating the renewal process. The CAS also plays a major role in the success of the organization by serving as a main contact for customers for inquiries. Some of the activities of the CAS include Learning the WK (Wolters Kluwer) family of service solutions and how they complement each other; welcome new clients with access credentials; manage existing client accounts and overall client account renewal process in tandem with the sales representative. In this remote-friendly position, you will report to the Sales Support Manager within the Health division of Wolters Kluwer.
You will:
Welcome New Customers:
Send Welcome emails/credentials to our customers. Build relationships with assigned accounts.
Manage existing client accounts by managing client relationships;
serve as the daily point of customer contact for various customer questions regarding billing, account setup, general account status and being liaison between internal departments regarding content inquiries; develop an in- depth understanding and anticipation of customer needs; assist with minor access / display trouble shooting issues; adhere to account management documentation via tracking procedures, utilizing established logs and files, accurate and detailed record keeping in CRM and various tools used by the department; and stay up to date on customers, renewal status, issues and follow up items.
Manage client account renewal process in tandem with the sales representative
by ensuring customer is satisfied with their experience and is using the subscribed solutions; address customer feedback; ensure customer feedback is promptly communicated to the appropriate internal department; share information regarding customer issues; and develop an action plan with appropriate internal individuals; review account for accuracy and work with accounts receivable department on follow up for past due invoices; send of renewal notifications; customer follow up regarding renewal confirmation; communicate with sales rep and project manager to ensure our client support team is aware of client issues or needs.
Access Requests:
Process access requests within our CRM by working with client, following proper vetting protocol and perform account access reconciliation.
User Metric Surveys:
Deliver metric survey and follow outreach cadence to ensure metrics collected.
Contribute to customer satisfaction and organizational success
by being liaison between the client and internal departments (e.g. accounting, marketing, IT, technical support, product development, sales, project management, and Order Management), including participation in internal cross functional meeting groups to ensure that client needs are met.
Job Qualifications
Education:
A BS/BA Degree or equivalent years of experience
Experience:
3 years in a similar type of role (Client Service/ Account Management/Customer Success).
Experience building relationships with main partners for each assigned customer.
Experience establishing communication and engagement with prospects.
Travel:
Minimal travel twice a year
Other Knowledge, Skills, Abilities or Certifications:
Excellent analytical skills and is process oriented
Effective time management and prioritization skills
Excellent administrative and organizational skills
Expertise in Microsoft product suite and with the CRMs Salesforce & Netsuite preferred
EQUAL EMPLOYMENT OPPORTUNITY Wolters Kluwer U. S. Corporation and all of its subsidiaries, divisions and customer/business units is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.
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