Senior Sales Support Specialist - Hybrid

Wolters Kluwer is a global leader in professional information services that combines deep domain knowledge with specialized technology. Our portfolio offers software tools coupled with content and services that customers need to make decisions with confidence. Every day, our customers make critical decisions to help save lives, improve the way we do business, build better judicial and regulatory systems. We help them get it right.

Who We Are: Wolters Kluwer: The world is a big place, find your place here.

What We Offer:  

The Sr. Sales Support Specialist role offers growth potential opportunities, professional development, an engaging team environment, the ability to work a

hybrid schedule (in-office 2-days a week) from any WK office location, and amazing benefits.

Hybrid Office Locations: Contact Wolters Kluwer | Wolters Kluwer

What You'll be Doing:

The Sr. Sales Support Specialist provides customers and sales reps with technical product advice and demo support during pre-sales discussions. Should be able to solve complex sales support problems. Answers prospects’ and salespersons’ detailed product questions. Prepares and performs detailed product demonstrations and product prototypes for prospects. May provide installation support and post-sales consulting. Operates under minimal supervision, with wide latitude for independent action.

You will be responsible for providing support to the sales representatives with a variety of tasks such as account maintenance, invoicing, creating customer facing reports and customized training on CT’s website and SOP Hub. This position works with limited supervision where no instructions are given for routine work and general supervision is given for new lines of work or special assignments.

Key Tasks: 

• Creates and maintains a wide variety of ongoing documentation and reports to enhance the customer experience and support potential sales opportunities and retention.

• Maintains confidentiality of top-level confidential and proprietary information.

• Establishes strong working relationships with team members, departments, and customers to understand needs, communicate mutual expectations, conveys confidence, monitors satisfaction, and stays informed about issues, resolutions, and progress.

• Provides tools, resources, services, and analysis to enable Sales team members to perform their jobs more effectively and focus on customers.

• Documents processes with accurate, user-friendly content to support the needs of customers with customer-facing deliverables in a variety of formats and media.

• Resource to the Senior Field Sales Executive and the customer in addressing and resolving billing issues, invoicing questions, XSOP invoicing, quarterly invoicing, review of annual customer representation invoicing for accuracy, prepare and send monthly invoicing statements

• Supports and follows up on collections efforts

• Research unapplied funds, submit CART requests and work closely with AP to apply or refund as necessary

• Manage account maintenance including handling complex delivery instruction changes and viewing rights

• Creating customer facing reports including, but not limited to SOP, utilization of CT services

• Supports customer delivery instruction maintenance

• Uses CT systems, tools and resources (ARROW, JDE, Salesforce.com, Tableau, ctadvantage.com, SOP Hub, BL Hub) to input data, update information, generate reports and complete work.

You're a Great Fit if You Have/Can:  

• Bachelor’s Degree required

• 2 years of related experience

• Experience using Salesforce.com as CRM

• Strong interpersonal skills with an emphasis on relationship building

• Team effectively with other internal teams including Technical Sales, Customer Success, Sales Support, Finance, and Legal stakeholders

• Stay organized and manage multiple priorities at once across multiple customer accounts

• Are located within 50 miles of an office and can work a hybrid schedule, being in a Wolters Kluwer office 2-days a week

We are an incredibly supportive team that truly enjoys what we do and who we do it with. We play a key role within WK and assist in driving the daily succes