Job Description
About the position Responsibilities • Support more complex customer onboarding processes. • Handle multiple customer inquiries with increasing complexity. • Assist in resolving intermediate technical issues and troubleshooting. • Conduct intermediate product training sessions for customers. • Monitor and analyze customer usage patterns. • Document and communicate recurring customer feedback to the team. • Collaborate with sales and support teams on customer issues. • Identify and escalate critical customer issues.
• Recommend product/service improvements based on customer feedback. • Assist in development and refinement of onboarding materials. Requirements • Bachelor's degree or equivalent work experience. • Minimum of 2 years' experience in Customer Success with a client driven technology company. Specific product training is available. • Advanced Communication: Effective verbal and written communication skills. • Customer Relationship Management: Skills to manage and nurture customer relationships. • Analytical Skills: Use basic data to identify trends and insights.
• Problem Solving: Intermediate problem-solving capabilities for resolving customer issues. • Product Knowledge: In-depth understanding of product features and benefits. • Training Skills: Ability to convey information effectively during training sessions. • Project Management: Basic project management skills to handle varied tasks. • Technical Proficiency: Intermediate proficiency with CRM (Salesforce) and other customer support software. Benefits • A comprehensive benefits package that begins your first day of employment.
Additional Information: Wolters Kluwer offers great benefits and programs to help meet your needs and balance your work and personal life, including Medical, Dental, & Vision Plans, 401(k), FSA/HSA, Commuter Benefits, Tuition Assistance Plan, Vacation and Sick Time, and Paid Parental Leave. Full details of our benefits are available - Apply tot his job