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Customer Success Representative

2 months ago

Columbus, Ohio, United States Wolters Kluwer Full time
About the Role

We are seeking a dynamic Customer Success Representative to join our growing teams across the country. As a global leader in legal entity management, corporate compliance, and due diligence solutions, we provide businesses and law firms with trusted expertise and innovative technology.

Key Responsibilities
  • Customer Service: Deliver prompt and professional service to our clients through verbal and written communications, ensuring their needs are met and exceeded.
  • Consultative Selling: Provide consultative customer service, helping to determine client goals, compliance challenges, and business needs, while utilizing product and industry knowledge to provide solutions and initiate orders crucial to corporate legal compliance.
  • Order Management: Proactively manage the full-life cycle of the order process, driving cross-selling opportunities to promote additional offerings that meet our client 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 clients.
  • Customer Escalations: Manage customer escalations and work across the Customer Service function to complete or resolve client requests.
  • Relationship Building: Develop and maintain positive working relationships with clients and other key partners.
  • Subject Matter Expertise: Strive to become a subject matter expert of the department, company, and industry, maintaining an aptitude for learning.
Qualifications
  • Bachelor's Degree: Bachelor's degree from an accredited college/university or equivalent B2B client service experience.
  • Business Experience: Strongly preferred minimum of two years 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 Knowledge, Skills, or Abilities
  • Organizational Skills: Strong organizational, time management, and multi-tasking skills.
  • Product Knowledge: Ability to absorb product knowledge quickly and process information to apply to client needs.
  • Business Acumen: Ability to make sound business decisions and exercise discretion and judgment.
  • Revenue Generation: Experience generating add-on sales revenue preferred.
  • Analytical Skills: Strong analytical and problem-solving skills.
  • Technical Skills: Proficient with Microsoft Office Suite applications, including Word, Excel, PowerPoint, and Outlook.
About Wolters Kluwer

We are a global provider of professional information, software solutions, and services for clinicians, accountants, lawyers, and tax, finance, audit, risk, compliance, and regulatory sectors. Our expertise and trusted knowledge have been our guiding principles since 1836. We combine almost two centuries of deep domain knowledge with advanced technology, enabling professional decision-making with confidence.

We put the customer at the center of everything we do, honor our commitment to continuous improvement and innovation, aim high and deliver the right results, and win as a team. We strive for an inclusive company culture in which we attract, develop, and retain high-performing, productive, engaged, and diverse talent to deliver on our strategy.