Customer Success Coordinator

Wolters Kluwer•Wilmington, DE

22h

About The Position

We are currently seeking a dynamic Customer Success Coordinator to join our growing teams across the country. CT Corporation System is the global leader in legal entity management, corporate compliance and due diligence solutions. Businesses and law firms around the world trust CT Corporation to manage their most critical business and legal compliance responsibilities. The Customer Success Coordinator is a senior-level position responsible for providing front-line consultative customer service via phone and e-mail to customers (e.g., law firms, corporations). In this role, you will have an opportunity to work with and manage the day-to-day relationships with our customers at Corporations, Law Firms, or Small Businesses to provide legal and compliance services. If you are looking to gain professional experience, learn a new industry and launch your career with a global organization, come join our team!

Requirements

Bachelor’s degree from an accredited college/university or equivalent B2B client service experience
Strongly preferred minimum of 2-3 years of business-to-business (B2B) client/customer service experience; preferably consultative customer service experience working within the banking, insurance, hospitality, retail and/or legal industry
Employee must obtain a FinCEN ID within 7 days after the first day of employment and comply with all requirements of the Corporate Transparency Act on a continuing basis, including without limitation, by providing the U.S. government and Wolters Kluwer all information necessary to effectuate the purposes of the Act

Nice To Haves

Demonstrated customer service skills
Strong organizational, time management, prioritization, and decision-making skills
Ability to absorb product knowledge quickly and process information to apply to customer needs
Ability to make sound business decisions and exercise discretion and judgment
Demonstrated experience generating add-on sales revenue preferred
Demonstrated strong analytical and problem-solving skills
Proficient with Microsoft Office Suite applications including Word, Excel, PowerPoint and Outlook
Ability to work well in a team environment as well as independently
Demonstrated experience coaching and mentoring team members
Assist team manager with additional duties and projects

Responsibilities

Deliver prompt and professional service to our customers (Small Businesses, Law Firms, or Corporations) through verbal and written communications
Initiate and demonstrate consultative customer service; help to determine customer goals, compliance challenges, and business needs, while utilizing product and industry knowledge to provide solutions and initiate orders crucial to corporate legal compliance
Proactively manage the full-life cycle of the order process and identify cross-selling opportunities to promote additional offerings to meet our customer needs
Project manage, organize, and prioritize high volumes of requests utilizing Salesforce and other internal systems to ensure timely and accurate response to customers
Manage customers and customer escalations with limited manager or team involvement and work across Customer Service function to complete or resolve customer requests
Grow and maintain positive working relationships with customers and other key partners
Intermediate to advanced subject matter expert of the department, company and industry and maintain an aptitude for learning
Partners with management and sales to identify opportunities and deliver the day-to-day customer experience