Senior Customer Service Representative

Wolters Kluwer•Victoria, MN

4d•$34,000 - $57,500•Onsite

About The Position

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 Account Manager role offers growth potential opportunities, professional development, an engaging team environment, an in-office schedule working from our Victoria, MN location, and amazing benefits. Office Location: 1495 Steiger Lake Ln, Victoria, MN 55386 - 1495 Steiger Lake Ln - Google Maps Hours: 8:00 a.m. - 5:00 p.m. Monday - Friday, with an hour-long lunch. No weekends or after hours are required. What You'll be Doing: We are seeking an Account Manager to help advance our mission of providing faculty and students with best-in-class educational tools. Recognized as innovators in the Nursing Education market, we are committed to finding new and inventive ways to prepare students for entry-level practice. If you’re an analytical thinker with strong attention to detail and a passion for client success, we want to hear from you! The Account Manager joins the Account team once a deal has been signed and partners cross-functionally with internal and external stakeholders to deliver full customer support. Primary responsibilities include serving as the client’s main contact during onboarding, maintaining accurate records of student cohorts, granting faculty and student access to resources, and managing invoicing. The ideal candidate will be detail-oriented, adaptable to change, proactive in anticipating client needs, and a collaborative team player with a bias for action.

Requirements

Serve as the main point of contact for high-value contracted clients, overseeing resource fulfillment (digital and physical) and invoicing.
Business or equivalent bachelor’s-level degree
Strong oral and written communication skills, including presentation skills
Ability to prioritize and manage complex tasks simultaneously
Organization, analytical, and planning skills
Strong cross-functional collaboration skills
Attention to detail
Ability to meet deadlines
Persistence
Professionalism and integrity
Flexible and Agile to changing environment
Data fluency
Ability to understand and create deferred invoices
Microsoft Office: Word, Excel, and Outlook
Experience interfacing with customers
5+ years managing complex accounts
Salesforce experience
Prior experience in the field of Nursing Education
Ability to work in our Victoria, MN office five days a week

Responsibilities

Serve as the main point of contact for high-value contracted clients, overseeing resource fulfillment (digital and physical) and invoicing.
Maintain accurate and detailed records of contracts, client data, and CRM entries.
Participate in client meetings, both group sessions and one-on-one engagements.
Work within established processes while proactively identifying additional steps to support clients when procedures are not explicitly defined.
Manage all aspects of the client support process and experience, fostering positive and productive relationships.
Maintain a professional, enthusiastic, and solutions-oriented approach at all times.
Anticipate client needs and collaborate with leadership to ensure those needs are met.
Manage and maintain relationships with current clients in the assigned sales region.
Collaborate with leadership to develop client support goals and meet regularly with your manager to review progress.
Keep consistent and frequent contact with client stakeholders (administrators, educators, etc.).
Assist in developing and maintaining Account Manager programs and best practices.
Complete Job/Order Forms and other required documents with accuracy and professionalism.
Maintain up-to-date information across CRM/PM tools daily (Salesforce, Advantage, Microsoft Office, and other systems as required).
Collaborate enthusiastically with colleagues, consultants, and business partners.
Follow processes and procedures with precision; demonstrate strong organizational skills and exceptional attention to detail.