B2B Customer Success Associate — Consult, Grow, Deliver

Wolters Kluwer; Madison (WI); On-site; USD 34,000 - 57,000; Full time

Benefits offered by this job

Medical, Dental, & Vision plans

401(k)

FSA/HSA

Commuter benefits

Tuition assistance

Vacation and sick time

Paid parental leave

Job summary

Wolters Kluwer in Madison, WI is seeking a Customer Success Associate to manage day-to-day relationships with our customers, including Corporations, Law Firms, or Small Businesses, delivering prompt and professional service through verbal and written communications.

You will apply consultative insight to understand customer goals and compliance needs, drive the order process, and collaborate across teams to ensure timely responses.

Qualifications

• Bachelor’s degree from an accredited college/university or equivalent B2B client service experience
• Strongly preferred minimum of two year of business-to-business (B2B) client/customer service experience; preferably consultative customer service experience working within the banking, insurance, hospitality, retail and/or legal industry
• Strong organizational, time management and multi-tasking skills
• Ability to absorb product knowledge quickly and process information to apply to customer needs
• Ability to make sound business decisions and exercise discretion and judgment
• Experience generating add-on sales revenue preferred
• Strong analytical and problem-solving skills
• Proficient with Microsoft Office Suite applications including Word, Excel, PowerPoint and Outlook

Responsibilities

• Deliver prompt and professional service to our customers (Small Businesses, Law Firms, or Corporations) through verbal and written communications
• Provide consultative customer service; help to determine customer goals, compliance challenges, and business needs, while utilizing product and industry knowledge to provide solutions and initiate orders crucial to corporate legal compliance
• Proactively manage the full-life cycle of the order process and drive cross-selling opportunities to promote additional offerings to meet our customer needs
• Project manage, organize and prioritize high volumes of requests utilizing SalesForce and other internal systems to ensure timely and accurate response to customers
• Manage your own customers and customer escalations and work across Customer Service function to complete or resolve customer requests
• Develop and maintain positive working relationships with customers and other key partners
• Strive to become a subject matter expert of the department, company and industry and maintain an aptitude for learning

Job description

Wolters Kluwer in Madison, WI is seeking a Customer Success Associate to manage day-to-day relationships with our customers, including Corporations, Law Firms, or Small Businesses, delivering prompt and professional service through verbal and written communications.

You will apply consultative insight to understand customer goals and compliance needs, drive the order process, and collaborate across teams to ensure timely responses.