Job Information
Wolters Kluwer Customer Success Lead - Hybrid in White Plains, New York
Hybrid role out of the White Plains, NY office or the Clayton, MO office.
Wolters Kluwer (http://www.wolterskluwer.com/) 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.
Basic Function
The Customer Success Lead is a senior level position on the Account Services Teams designed to assist the team in fulfilling goals and workload within given deadlines while promoting excellent service to our clients
Essential Duties and Responsibilities
Directly oversee a small number of accounts (5-10), including new filings, change projects and renewals
Expertly handle approximately 250-500 new emails daily in an accurate, timely, and courteous manner with an acceptable time period
Participate in coverage for team members’ accounts when they are out of the office
Assist in metric tracking of Account Services team member production and workflow
Assist and guide Account Services team members on both industry and internal process
Assist in assuring renewals are filed according to the renewal’s timeline
Monitor and assist Account Services team members to ensure team tasks are completed on time
Review work product of Customer Success Associates prior to submission of applications to Authorities
Provide training, coaching and guidance for new Account Services team members in the NEST Program
Coordinate large scale projects with both direct clients and strategic partners
Facilitate backstop communication on various customer email distros
Develop and improve training materials to grow the expertise of the team
Establish, maintain, and develop the relationship between BL Group and the customer
Provide regular status updates to the customer for licensing projects
Promote synergy across teams by acting as a liaison to other BL Group teams to actively solve issues and coordinate solutions across teams
Work with the customer to resolve any barriers to licensure or renewal of licenses
Operate efficiently within an internal collaborative team environment
Provide consultation to strategic partners and direct sales team with respect to upcoming opportunities
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 Authorities
Anticipate client needs and follow through with upsell opportunities
Provide assistance and guidance for all team members as a mid-level escalation point
Assist Manager, Customer Success with special projects
Job Qualifications
Education: Minimum Bachelor’s degree, or equivalent
Experience: 1-2 years of customer service experience required
Preferred Experience: 1-2 years of licensing experience
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 always maintain a customer centric focus and work ethic
High energy, positive mindset with ability to see barriers as a challenge to be overcome rather than a limitation or deterrent
Proven emotional intelligence and leadership skills that promote CT core values
Excellent project management skills
Travel requirements
Domestic travel may be required.
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, Hi, NY, WA: $74,550-$103,200
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.