Wolters Kluwer Sr. Sales Support Specialist in Boston, Massachusetts
The Sr. Sales Support Specialist is responsible for providing support to the sales representatives on Major Accounts in an assigned territory 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.
ESSENTIAL DUTIES ANRESPONSIBILITIES:
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 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
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
Obtains customer CORE audits and reformats for customer on an annual basis
Obtains Company Book for Sales and Customer as needed
Supports customer delivery instruction maintenance
Completes customer training on customer tools (i.e. CTAdvantage, SOP Hub)
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.
- Performs other duties as requested by Supervisor.
Minimum: High school diploma OR, equivalent.
Preferred: Minimum 2 year post-secondary education such as an Associate’s degree in communications, or equivalent related work experience.
Minimum Experience: 5 years of related experience, OR equivalent.
Prior experience in a sales and/or marketing organization.
Prior experience with SalesForce.com.
Microsoft Office Suite (Word, Excel, PowerPoint, Outlook, Adobe Acrobat, Access Database)
Other Knowledge, Skills, Abilities or Certifications:
Demonstrates the highest levels of integrity, honesty and confidentiality.
Strong customer focus—dedicated to meeting the expectations and requirements of internal and external customers, acts with customer in mind, and establishes and maintains effective working relationships with customers.
Strong planning skills—can accurately scope out length and difficulty of tasks/projects, set objectives and goals, break work down into steps, develop schedules, anticipate and adjust for problems and roadblocks, measure performance against goals, and evaluate results.
Exercises initiative, and utilizes good business judgment and strong planning skills in prioritizing items for attention and action with minimal day-to-day supervision.
Strong interpersonal communication skills to interact with senior management, staff, colleagues, cross-functional teams, and customers.
Strong analytical and creative problem-solving skills.
Adaptable to dynamic and changing environment.
The ability to “wow” her/his teammates and customers and to act as a model for initiative to others by consistently pushing the performance envelope.
- Minimal travel required, if any.
- Normal office environment.
EQUAL EMPLOYMENT OPPORTUNITY
Wolters Kluwer U. S. Corporation and all of its subsidiaries, divisions and customer/business units is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.
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