Customer Success Specialist

2 weeks ago


Madison, Wisconsin, United States Wolters Kluwer Full time
Job Summary:

We are seeking a highly motivated and organized Customer Success Associate to join our team. As a Customer Success Associate, you will be responsible for delivering prompt and professional service to our customers, providing consultative customer service, and managing the full-life cycle of the order process.

Responsibilities:
  • Customer Service: Deliver prompt and professional service to our customers through verbal and written communications.
  • Consultative Customer Service: Provide consultative customer service, help to determine customer goals, compliance challenges, and business needs, and utilize product and industry knowledge to provide solutions and initiate orders.
  • Order Management: 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 Management: Project manage, organize, and prioritize high volumes of requests utilizing SalesForce and other internal systems to ensure timely and accurate response to customers.
  • Customer Escalations: Manage your own customers and customer escalations and work across Customer Service function to complete or resolve customer requests.
  • Relationship Management: Develop and maintain positive working relationships with customers and other key partners.
Qualifications:
  • Bachelor's Degree: Bachelor's degree from an accredited college/university or equivalent B2B client service experience.
  • 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.
Preferred Skills:
  • Organizational Skills: Strong organizational, time management, and multi-tasking skills.
  • Product Knowledge: Ability to absorb product knowledge quickly and process information to apply to customer needs.
  • Analytical Skills: Ability to make sound business decisions and exercise discretion and judgment.
  • Sales Revenue: Experience generating add-on sales revenue preferred.
  • Problem-Solving Skills: Strong analytical and problem-solving skills.
  • Microsoft Office: Proficient with Microsoft Office Suite applications including Word, Excel, PowerPoint, and Outlook.


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