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Job Information

Wolters Kluwer Sr Sales Support Associate (USA-Remote) in Denver, Colorado

NOTE: Heavy preference on someone willing/able to work eastern hours (M-F 8am-5pm; This is an hourly paid position).

The Sr Sales Support Specialist ( AKA: Customer Account Specialist=CAS) is responsible for supporting the sales team. This is done by responding to customer inquiries and issues, initiating the renewal process and delivery of renewal notifications. The CAS also plays a major role in the success of the organization by serving as a main point of contact for customers for inquiries. Activities of the CAS include but are not limited to: learning the WK family of service solutions and how they complement each other; managing existing client accounts and overall client account renewal process in tandem with the sales representative.

*Flexibility of working hours required to accommodate international time differences of the team members, for team meetings several times per month.

Essential Duties

  • Man a g es e x i s t ing c l ient a c c ounts by d ev e l o ping an d m ai n t ai n i n g c l i e n t r e l a t ions h i ps; serving as the daily point of customer contact for various customer questions regarding billing, account setup, general account status and acting as liaison between internal departments regarding content inquiries; developing an in- depth understanding and anticipation of customer needs; assist with minor access / display trouble shooting issues; adhering to account management documentation via tracking procedures, utilizing established logs and files, accurate and detailed record keeping in CRM as well as various tools used by the department; and staying up to date on customers, renewal status, issues and follow up items.

  • Man a g es c l ient a c c ount r e n e w a l p r o c e ss in t an d e m with t h e s a l es r e p r es e nt a t i ve by ensuring customer is satisfied with their experience and is using the subscribed solutions; ensuring customer feedback is promptly communicated to the appropriate internal department; sharing information regarding customer issues; and developing an action plan with appropriate internal individuals; reviewing account for accuracy and work with accounts receivable department on follow up for past due invoices; sending of renewal notifications; customer follow up regarding renewal confirmation; communicating with sales rep and project manager to ensure the client support team is aware of client issues or needs.

  • Medi-Span Epic clients -prepare excel pricing tables and submit quotes in Salesforce for new clients, upsell opportunities, and non-auto renewals. Assist Sales representatives by entering quotes in Salesforce. Maintain logs/ trackers for new clients and upsells, client “go live” dates, and renewals. Creating and maintaining process documents.

  • User Metric Surveys: Deliver metric survey and follow outreach cadence to ensure metrics collected.

  • Cont r i b ut e s t o c us t o m e r s ati s fa c t i on and o r g anizat i onal s u c c ess by acting as 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 role (Client Service/ Account Management/Customer Success).

  • Demonstrated ability to build relationships. Exceptional verbal and communication skills. Experience in Healthcare IT/solutions, or knowledge of the Hospital/Healthcare market is desired.

Other Knowledge, Skills, Abilities or Certifications:

  • Excellent analytical skills and is 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

  • Intermediate or Advanced Excel skills are highly desired

  • Excellent IT skills and knowledge of Microsoft Word, Excel, and PowerPoint, as well as a general understanding of a CRM system such as Salesforce.com

  • Operates at the highest level of integrity.

  • Self-motivated - able to work autonomously and manage own day/workload effectively.

  • Fluent in English– written, read, and spoken.

Travel requirements

  • Minimal

Physical Demands

  • Ability to sit for long periods of time

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 res

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.

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