Wolters Kluwer Sr Sales Support Associate in Waltham, Massachusetts
Senior Sales Support Associate - Customer Account Specialist
The Senior Sales Support Associate - Customer Account Specialist is responsible for supporting the sales team. This is done by responding to customer inquiries and issues, collecting user metrics, initiating the renewal process and delivery of renewal notifications. The Account Specialist also plays a major role in the success of the organization by serving as a main point of contact for customers for inquiries. Activities of the Senior Sales Support Associate include, but are not limited to: Learning the Wolters Kluwer family of service solutions and how they complement each other; welcoming new clients with access credentials; managing existing client accounts and overall client account renewal process in tandem with the sales representative.
* This position will ideally be based in Hudson, OH, but we can also consider candidates in Indianapolis, IN, Waltham, MA or Chicago, IL.**
ESSENTIAL DUTIES AND RESPONSIBILITIES
Welcome New Customers: Send Welcome emails/credentials to our Customers. Build and establish relationships with assigned accounts.
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; assist with minor access / display trouble shooting issues; adhering to account management documentation via tracking procedures, utilizing established logs and files, accurate and detailed record keeping in CRMs well as various tools used by the department; and staying up to date on customers, renewal status, 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 work with accounts receivable department on follow up for past due invoices; sending of renewal notifications; customer follow up regarding renewal confirmation; communicating with sales rep and project manager to ensure the client support team is aware of client issues or needs.
User Metric Surveys: Deliver metric survey and follow outreach cadence to ensure metrics 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.
Education: BS/BA Degree, or equivalent years of experience.
At least 3 years in a similar type of role (Client Service/ Account Management/Customer Success).
Expertise in Microsoft product suite; Word, Excel, Power Point and Outlook.
Other Knowledge, Skills, Abilities or Certifications:
Demonstrated ability to build relationships.
Exceptional verbal and communication skills.
Excellent analytical skills and is process oriented.
Effective time management and prioritization skills.
Excellent administrative and organizational skills.
Expertise with CRMs such as Salesforce.com & 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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