Wolters Kluwer Legal Training Consultant in Atlanta, Georgia
Wolters Kluwer Legal and Regulatory is a leading global provider of intelligent information and electronic solutions in key specialty areas for legal and business compliance professionals, and expert educational resources for law students and professors.
In an increasingly dynamic world, Wolters Kluwer Legal and Regulatory connects legal and business communities with timely, specialized expertise and information-enabled solutions to support customers' success through productivity, accuracy and mobility. Its major product lines include Aspen, CCH, Kluwer Law International, and MediRegs. Its markets include law firms, law schools, corporate counsel, health care organizations and professionals requiring legal and compliance information. Wolters Kluwer Law & Business, a unit of Wolters Kluwer, is based in New York City and Riverwoods, IL.
The primary role of the Legal Training Consultant (LTC) is to proactively work with the assigned customers toward their desired outcome. Partner with Account Managers to proactively provide customer success, increase usage and customer preference for Wolters Kluwer Legal & Regulatory Solutions / Legal Markets Group electronic products at large law firms by providing consulting services, training and support. The Legal Training Consultant may also assist in the training of the sales and sales management team on new and existing products sold into the legal market.
The Legal Training Consultant coordinates the journey of the customer on their way to achieving the outcomes they desire and ensuring the customer stays on that path. The LTC shall also undertake the desired outcomes of WK by ensuring customer satisfaction, engagement and retention by delivering quality service levels that demonstrate a strong understanding / application of legal research and that allows customers to meet their desired objectives.
Essential Duties and Responsibilities
Create effective customer engagements that will allow the customer to achieve success using WK's products
Creating an effective customer relationship that will create brand loyalty through the Customer Life Cycle and will pinpoint the customer's needs and create processes that reflect their goals
Proactively engage with assigned customers to create and implement effective awareness and training programs/plans for their law firm and employees; executing in a manner that supports customer retention and preference for WK products
Consult with customers (Senior Partners, Partners, Associates, Librarians, and Paralegals), enabling them to effectively use WK products and related training in a manner that improves employee performance
Build relationships with customers, positioning WK and LTCs as professional, knowledgeable and reliable advisors
Deliver training and non-training interventions as appropriate to customer segment and audience needs
Provide customers with the subject matter expertise in legal research and the evolving legal industry to ensure employees know how to use our products
Position and market WK products and training programs, including trade shows and new product/software releases
Create Implementation plans that outlines the customers objectives and goals with the desired number of engagements with clients, as well as specific client training and consulting service plans
Creating a role whereby the LTC becomes a valued partner in strategic planning and consultative meetings to develop desired KPI's
Work with the customer to create an effective onboarding and outreach programs in their organization
Manage territory to ensure that all customers are served/trained on a regular basis and in a cost-effective manner
Facilitate training in a manner that demonstrates professional presentation skills and that explains legal research concepts clearly; ability to adapt training to meet audience needs
Provide monthly reports on key customer insights and status against goals; reporting to also include updates and inputs of all training information/activity into Salesforce.com to contribute to accurate reports, analyses and business cases
Maintain up to date knowledge of technology, the legal environment and competitive initiatives necessary to deliver effective and state of art training
Utilize project management and CRM databases to manage the KPI's of the customer
Utilize basic project management to participate in team projects to deliver/develop customer training programs/plans and best practice initiatives
Use foundational adult learning principals to assess end user skills, identify training opportunities and develop formal and informal training
This position can be remote. Preferably in Atlanta, GA or Charlotte, NC area.
Bachelor's degree in Business, Education, Communication or related field
JD degree or Paralegal certificate preferred
Professional study of and/or experience with customer service and consultative selling desired
Experience in the legal field required.
Provided some on-the-job training in the legal field (Paralegal, Librarian, Attorney, etc.)
Customer Success Management a plus
Presented new concepts and/or facilitated discussions
Legal research training a plus
Experience in customer consulting; assessing needs and developing effective solutions
In depth knowledge of MS Office, web based applications, visual aids technology required
Previous sales and/or marketing experience preferred
Competencies or Other Needed Skills:
Create and deliver customer success and training programs to law firms via writing, editing and facilitating programs
Present and convey ideas; clearly articulate points of view and influence outcomes
Listen, respond and summarize customer concerns and suggestions
Strong interpersonal interaction with clients and internal partners: ability to work within a client and/or team environment for planning and execution on strategies
Adult Learning Acumen
Utilize training methodologies, techniques and concepts to maximize effectiveness of training programs
Ability to conduct training need assessments to support design, development and delivery of training programs and strategies
Explain legal research concepts clearly
Understand the legal industry, and can translate legal service needs into WK products and solutions
*. Project Management
Apply basic project management principals to client programs and internal projects
Work with internal partners to analyze customer data and address issues in a timely manner
Proactively anticipate scenarios, identify potential issues and design solutions
Manage competing and changing demands
Strong organizational and time management skills
Work independently and in a team environment
This position can be remote. Preferably in Atlanta, GA or Charlotte, NC area.
ABOUT WOLTERS KLUWER
Wolters Kluwer N.V. (AEX: WKL) is a global leader in information services and solutions for professionals in the health, tax and accounting, risk and compliance, finance and legal sectors. We help our customers make critical decisions every day by providing expert solutions that combine deep domain knowledge with specialized technology and services.
Wolters Kluwer reported 2016 annual revenues of €4.3 billion. The company, headquartered in Alphen aan den Rijn, the Netherlands, serves customers in over 180 countries, maintains operations in over 40 countries and employs 19,000 people worldwide.
Wolters Kluwer shares are listed on Euronext Amsterdam (WKL) and are included in the AEX and Euronext 100 indices. Wolters Kluwer has a sponsored Level 1 American Depositary Receipt program. The ADRs are traded on the over-the-counter market in the U.S. (WTKWY).
For more information about our solutions and organization, visit www.wolterskluwer.com, follow us on Twitter, Facebook, LinkedIn, and YouTube.
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.
For any assistance with your application for this job opening, please call the HR Source at (888) 495-4772 or email HRSource@WoltersKluwer.com. TTY is also available at 888 (495) 4771.
Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled