What are the responsibilities and job description for the Customer Success Associate - Remote position at Wolters Kluwer?
Wolters Kluwer is a global leader in professional information services. Professionals in the areas of legal, business, tax, accounting, finance, audit, risk, compliance and healthcare rely on Wolters Kluwer's market leading information-enabled tools and software solutions to manage their business efficiently, deliver results to their clients, and succeed in an ever more dynamic world.
Wolters Kluwer combines deep domain knowledge with specialized technology. Our portfolio offers software tools coupled with content and services that customers need to make decisions with confidence. Every day, our customers make critical decisions to help save lives, improve the way we do business, build better judicial and regulatory systems. We help them get it right.
The Account Manager is the owner of the client relationship and responsible for procuring initial licenses, amending existing licenses due to a material change, and renewing licenses.
Essential Duties and Responsibilities
- Directly oversee 100-200 different accounts in various stages
- Expertly handle approximately 100 new emails daily in an accurate, timely, and courteous manner with an acceptable time period
- Successfully file or renew 100-200 licenses per month
- Establish, maintain and develop the relationship between BL Group and the customer
- Provide regular status updates to the customer for their licensing project
- Work with the customer to resolve any barriers to licensure
- Operate efficiently within an internal collaborative team environment
- Coordinate information and tasks across several internal team members to manage the client's licensing project
- Review and revise all phases of a project scope, including but not limited to, research, order setup, invoicing, data entry and follow up with customers and licensing agencies
- Anticipate client needs and follow through with upsell opportunities
- Assist Manager, Customer Success with special projects
- Other duties as assigned
Job Qualifications
Education: Minimum Bachelor's degree, or equivalent
Experience: 1-2 years of customer service and licensing experience is preferred
Other Knowledge, Skills, Abilities or Certifications:
- Exceptional interpersonal skills to communicate with partner representatives, government agencies, colleagues and clients
- Use of considerable tact and discretion when dealing with partners, clients, or sensitive data
- Ability to adapt to changing regulatory environment
- Ability to work independently, handle pressure, multi-task and prioritize work at all times
- Excellent organizational and communication (both verbal and written) skills
- Ability and desire to work in a fast paced environment
- Outstanding skills using personal computers in a Windows-based environment (including Microsoft Office Suite and Adobe PDF)
- Excellent attention to detail and high degree of accuracy and consistency
- Top of the line organization skills in all facets of project workflow
- Superb time management skills
- Ability to maintain a customer centric focus and work ethic at all times
- High energy, positive mindset with ability to see barriers as a challenge to be overcome rather than a limitation or deterrent
- Excellent project management skills
The above statements are intended to describe the general nature and level of work being performed by most people assigned to this job. They're not intended to be an exhaustive list of all duties and responsibilities and requirements.
Compensation:
Target salary range CA, CT, CO, NY, WA:: $42,750-$58,500
This role is eligible for Bonus.
Additional Information :
Wolters Kluwer offers a wide variety of competitive benefits and programs to help meet your needs and balance your work and personal life, including but not limited to: Medical, Dental, & Vision Plans, 401(k), FSA/HSA, Commuter Benefits, Tuition Assistance Plan, Vacation and Sick Time, and Paid Parental Leave. Full details of our benefits are available upon request.
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.
Wolters Kluwer combines deep domain knowledge with specialized technology. Our portfolio offers software tools coupled with content and services that customers need to make decisions with confidence. Every day, our customers make critical decisions to help save lives, improve the way we do business, build better judicial and regulatory systems. We help them get it right.
The Account Manager is the owner of the client relationship and responsible for procuring initial licenses, amending existing licenses due to a material change, and renewing licenses.
Essential Duties and Responsibilities
- Directly oversee 100-200 different accounts in various stages
- Expertly handle approximately 100 new emails daily in an accurate, timely, and courteous manner with an acceptable time period
- Successfully file or renew 100-200 licenses per month
- Establish, maintain and develop the relationship between BL Group and the customer
- Provide regular status updates to the customer for their licensing project
- Work with the customer to resolve any barriers to licensure
- Operate efficiently within an internal collaborative team environment
- Coordinate information and tasks across several internal team members to manage the client's licensing project
- Review and revise all phases of a project scope, including but not limited to, research, order setup, invoicing, data entry and follow up with customers and licensing agencies
- Anticipate client needs and follow through with upsell opportunities
- Assist Manager, Customer Success with special projects
- Other duties as assigned
Job Qualifications
Education: Minimum Bachelor's degree, or equivalent
Experience: 1-2 years of customer service and licensing experience is preferred
Other Knowledge, Skills, Abilities or Certifications:
- Exceptional interpersonal skills to communicate with partner representatives, government agencies, colleagues and clients
- Use of considerable tact and discretion when dealing with partners, clients, or sensitive data
- Ability to adapt to changing regulatory environment
- Ability to work independently, handle pressure, multi-task and prioritize work at all times
- Excellent organizational and communication (both verbal and written) skills
- Ability and desire to work in a fast paced environment
- Outstanding skills using personal computers in a Windows-based environment (including Microsoft Office Suite and Adobe PDF)
- Excellent attention to detail and high degree of accuracy and consistency
- Top of the line organization skills in all facets of project workflow
- Superb time management skills
- Ability to maintain a customer centric focus and work ethic at all times
- High energy, positive mindset with ability to see barriers as a challenge to be overcome rather than a limitation or deterrent
- Excellent project management skills
The above statements are intended to describe the general nature and level of work being performed by most people assigned to this job. They're not intended to be an exhaustive list of all duties and responsibilities and requirements.
Compensation:
Target salary range CA, CT, CO, NY, WA:: $42,750-$58,500
This role is eligible for Bonus.
Additional Information :
Wolters Kluwer offers a wide variety of competitive benefits and programs to help meet your needs and balance your work and personal life, including but not limited to: Medical, Dental, & Vision Plans, 401(k), FSA/HSA, Commuter Benefits, Tuition Assistance Plan, Vacation and Sick Time, and Paid Parental Leave. Full details of our benefits are available upon request.
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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