Senior Sales Support Associate (Hybrid)

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.

https://www.wolterskluwer.com/en/health

You will:

• Handle CAS Team Metric Reporting: Supporting the CAS Management team by running (via Power BI) & developing metric reporting on a monthly, quarterly and yearly basis.
• 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.
• Support our MS Epic Accounts (covering partner): Prepare Excel pricing tables and submit quotes in Salesforce for new clients, upsell opportunities, and non-auto renewals. Assisting our sales partners by entering quotes in the CRM system. Maintain logs/ trackers for new clients and upsells, client “Go Lives Dates”, and renewals.
• Support our CAS Queue Administrator (covering partner): Assigns all inquiries in our CAS CRM queue to the appropriate CAS team member. Also, advises of priority and escalates urgent issues as needed.
• Process Documentation: Creates new process documents as needed. Also, will update & maintain team process documents yearly.
• 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).
• Demonstrated ability to build relationships.
• Exceptional verbal and written communication skills.
  
  
  

Travel

• Minimal travel – once a year
  
  
  

Other Knowledge, Skills, Abilities

• Excellent analytical skills and process oriented
• Effective time management and prioritization skills
• Excellent administrative and organizational skills
• Expertise in Microsoft product suite and with the CRM’s Salesforce & NetSuite, preferred.
• Great attention to detail.
• Customer Centric
• Expertise of Microsoft Word, Excel, and PowerPoint highly desired
• General understanding of a CRM system such as Salesforce.com/NetSuite
• Operates at the highest level of integrity.
• Self-motivated - able to work autonomously and effectively manage own day/workload.