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Wolters Kluwer Senior Sales Support Associate in Waltham, Massachusetts

Wolters Kluwer Health's Clinical Effectiveness (CE) organization is a fast-growing and innovation-driven healthcare information technology (HIT) provider working on the front lines of clinical care. Our talented team of physician and pharmacist editors, technologists, and product visionaries collaborate to provide advanced clinical decision support solutions that measurably improve clinical effectiveness by helping healthcare professionals provide optimal care for their patients.

CE's mission is to improve care worldwide. To achieve this vision, CE has strived to deeply understand the challenges facing clinicians and provider organizations as they evolve their workflow to cope with changing regulatory payment pressures while striving to deliver high quality and effective care.

We currently have an exciting opportunity for a Senior Sales Support Associate to join our team in our Hudson, OH or Waltham, MA offices!

The Senior Sales Support Associate plays a major role in the success of the organization by serving as a main point of contact for customers for inquiries and supporting the sales team with wide range of administrative support tasks. Activities of the Senior Sales Support Associate include but are not limited to: Learning the WK family of service solutions and how they complement each other; responding to customer inquiries and issues, collecting user metrics and initiating the renewal process and delivery of renewal notifications; welcoming new clients with access credentials; managing existing client accounts and overall client account renewal process in tandem with the sales representative.

ESSENTIAL DUTIES AND RESPONSIBILITIES

  • Welcome New Customers: Send Welcome emails/credentials to our Customers. Build and establish relationships with assigned account.

  • Manages existing client accounts by developing and maintaining client relationships: Serving as the daily point of customer contact for various customer questions regarding billing, account setup, general account status and acting as liaison between internal departments regarding content inquiries; developing an in- depth understanding and anticipation of customer needs; assisting with minor access/display troubleshooting issues; adhering to account management documentation via tracking procedures, utilizing established logs and files, maintaining accurate and detailed records in CRM and in other various tools used by the department; and staying up to date on customers, renewal statuses, issues and follow up items.

  • Manages client account renewal process in tandem with the sales representative by ensuring customer is satisfied with their experience and is using the subscribed solutions; addressing customer feedback; ensuring customer feedback is promptly communicated to the appropriate internal department; sharing information regarding customer issues; and developing an action plan with appropriate internal individuals; reviewing account for accuracy and working with Accounts Receivable department on follow up for past due invoices; sending renewal notifications; following up on customer renewal confirmations; communicating with sales rep and project manager to ensure that 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 performing account access reconciliation.

  • User Metric Surveys: Deliver metric surveys and follow outreach cadence to ensure metrics are collected.

  • Contributes to customer satisfaction and organizational success by acting as 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.

Other Duties

  • Other duties as assigned

JOB QUALIFICATIONS

Education :

BS/BA degree or equivalent years of experience

Minimum Experience :

  • 3+ years in a similar type role including sales support, client service, account management, or customer success (B2B)

  • Demonstrated ability to build relationships

  • Exceptional verbal and written communication skills

  • Proficiency with Salesforce, NetSuite or other comparable CRM

  • Microsoft Office Suite (Word, Excel, PowerPoint, Outlook & Teams)

Preferred Experience :

  • Client service, sales support, account management or customer success experience with HIT or software/SaaS products

  • Advanced Microsoft Excel skills

Other Knowledge, Skills, Abilities or Certifications :

  • Excellent analytical skills and is process-oriented

  • Effective time management and prioritization skills

  • Excellent administrative and organizational skills

TRAVEL

This role may involve up to 5-10% travel for quarterly team meetings

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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