Job Abstract

Hybrid role out of the White Plains, NY office or the Clayton, MO office.

Wolters Kluwer 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: