Junior Customer Success Specialist

7 months ago

Macquarie Park, Australia Wolters Kluwer Full time

Job Summary

Requires basic understanding of business, financials, products/services and the market. Manages business retention of smaller and less complex territory/account, products/services or sales process. Supports the retention of existing customers and re-engaging of lapsed customers with higher customer volume than traditional account management/inside/outside sales and provides strong customer and product support. Improves short
- and long-term business relationships and generates sales leads with frequent contact. Maintains an ongoing business relationship with current industry clients to facilitate future sales. Relies on manager to provide sales plan and manage resources.
- We offer hybrid working, this role can be based in our Macquarie Park (Sydney) or Bourke Street (Melbourne) office._

Role Purpose

We are looking for a proactive, energetic Junior Customer Sucess Specialist focusing on Licensing & Renewals Specialist to join our CSM team. You will be working in a fast-paced environment with people from different backgrounds and industries and will be responsible for achieving a renewal target for assigned customers. You will drive a successful customer renewal experience by sharing customer value propositions for Wolters Kluwer products, addressing objections & competitive risks, and highlighting compelling migration and expansion options. You will complete all phases of the subscription renewal lifecycle to include advising customers of renewals, building renewal quotes, and closing renewals opportunities for accounts.

Responsibilities:

- Proactively manage all aspects of the subscription renewal cycle for Wolters Kluwer customers.
- Participate in group training sessions for customers to maximize the value realization of their investment and mitigate churn.
- Identify and refer upsells within your customer base to Sales.
- Monitor opportunity and risk across your customer base by leveraging existing data sets such as usage reporting.
- Deliver the highest possible levels of customer service and establish transaction-level relationships with customers.
- Ensure invoice accuracy across all renewals, working closely with Finance to ensure payment is collected.

About You:

- 1-3 years of experience relating to sales, customer service or any other relevant experience.
- Proven track record of quota achievement is desirable.
- Demonstrated knowledge or experience in managing an entire renewals/sales cycle.
- Ability to identify & resolve problems in a straightforward manner, using standard procedures to make customer-focused decisions.
- Comfortable with a significant proportion of communications being verbal (video & voice calls).
- Excellent verbal and written communications skills
- Detail oriented with the ability to handle a large volume of accounts, tasks and responsibilities
- Strong customer service, listening and presentation skills.
- Experience using Office suite, especially Excel.
- Experience with Salesforce or other CRM (preferred).

Our Values

Wolters Kluwer continuously strives for an inclusive company culture in which we attract, develop, and retain high-performing, productive, engaged, and diverse talent to deliver on our strategy. As a global company, having a diverse workforce from different backgrounds, nationalities, races, genders, gender identities, ages, sexual orientations, physical disabilities, religions, expertise, and talents is of the utmost importance.

We pride ourselves on our culture, which promotes inclusion, accessibility and flexible working arrangements. You can learn more about what we do by visiting our website:
or click on this YouTube link:
Culture and Benefits
- We care for our people and a part of that we offer:

- Flexible Working Arrangement - promoting work life balance
- Learning and Development opportunities
- Access to health and wellness programs
- Insurance Options
- Parental leave benefits that exceed legislative requirements
- The opportunity to work within a global organization with experienced leaders

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