Job Details

Senior Account And Relationship Executive

Company name

Wolters Kluwer Financial Services

Organization Type

In-House

Job Type

Legal Staff

Date Last Verified

Nov 24, 2020

Valid Through

Mar 09, 2021

Posted on

Oct 08, 2020

Years of Experience

Min 5 yrs required

Location

Atlanta, GA, United States

Employment Type

Full-time

Industry

Legal
Practice Area
Marketing Law >> Marketing Law
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Profile

Senior Account And Relationship Executive
The candidate’s duties include: Serves as the primary point of contact for service delivery, providing “concierge-level” attentiveness and responsiveness. Takes the lead on client interface and provides guidance to others in translating customer needs and expectations to delivering desired customer solutions. Meets / contacts “high touch” clients on a regular basis and maintains positive working relationships. Provides strategic direction and leadership for all services and builds collaborative internal and external relationships to provide the best and seamless experience for the client. Leverages a consultative customer service approach to identify and understand customer needs, challenges, and goals so that CT can deliver a differentiated solution that is tailored to the individual customer; identifies and drives additional revenue as a result of the consultative service delivery. Manages customer requests through its lifecycle by gathering information to answer customer questions (e.g., billing inquiries); providing subject matter knowledge to help customers reach business decisions. Effectively communicates to clients, current plans and future vision for CT’s products and services. Partners with sales teams to ensure that all customer interaction and initiatives are coordinated with broader sales efforts to create a seamless and professional experience for customers. Works closely with the supporting service teams and resources to ensure smooth hand-off and delegation of work, monitors status of all outstanding orders and activity, and guarantees on-time delivery for customers. Manages time and resources effectively to accomplish team targets by planning for and scheduling all required service activity in proper ratios (e.g., calls / meetings/emails and order processing); stays organized and ensures elements of the service process are operating properly at all times. Participates in the maintenance and growth of business by promoting the identification of upsell/ cross-sell opportunities by staff for the full array of Global products and services (e.g., transactional, managed services, contract agency); participating in sales calls and sales presentations with or without sales team; representing CT in face-to-face interactions with customers as a subject matter expert in global services,; articulating and demonstrating the value and benefit of CT’s service offerings directly to customers; providing comprehensive answers to questions about CT products and services; guiding efforts to retain current CT customers; setting clear expectations regarding the capabilities of CT products and services; promoting increased usage of CT’s products and services within existing client base; and partnering with sales counterparts in the development of new customer accounts.. Represents Wolters Kluwer by developing and maintaining comprehensive knowledge of Wolters Kluwer products, industry trends and general business and financial acumen through various sources and initiative; communicating Wolters Kluwer competitive advantage to customers in a compelling articulate manner in speech, writing and formal presentation; behaving in ways that demonstrate corporate core values and culture; developing professional and positive relationships with customers and colleagues; and maintaining a reputation of competence, integrity and professionalism.

Qualification and Experience

Qualifications: Four-year Bachelor’s degree in Marketing, Business, or related discipline. Master’s degree a plus. 5+ years experience in a customer service oriented, paralegal, marketing or sales role. Excellent written and verbal communication skills. Strong computer and systems knowledge, technologically savvy. Expert knowledge and appreciation of superior customer service. Highly detail oriented and possesses a superb work ethic including punctuality. Proven ability to build effective relationships with clients, external and internal partners. Keen ability to recognize issues or problems and determine when to escalate or handle independently. Demonstrated ability to own problems on clients’ behalf and follow through with commitments. Independent thinking and troubleshooting on client issues. Ability to multitask and prioritize while under pressure. Work independently and in a team environment. Collaborate effectively across multiple internal teams (e.g. support, service, sales)and with external partners to achieve desired outcomes. Salesforce.com proficiency or knowledge of related applications. Microsoft Office Suite (Word, Excel, PowerPoint, Outlook, Sharepoint).

Additional info

Ref:R0009987

Company info

Hiring Coordinator
Wolters Kluwer Financial Services
530 Walnut Street
7th Floor
Philadelphia, PA 19106

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