Customer Success Associate

As a Customer Success Associate, you will build upon your foundational skills to support and manage the customer lifecycle more comprehensively. You will take on a more proactive role in ensuring customers are engaged and satisfied, acting as an essential resource for troubleshooting and enhancements.

Responsibilities:

• Proactively support the onboarding process for new customers.

• Address and resolve a broader range of customer inquiries and issues.

• Assist with customer renewals and upselling opportunities.

• Monitor and analyze customer performance and engagement data.

• Provide intermediate-level training and guidance to customers.

• Ensure implementation schedules, targets, and budgets are met.

• Collaborate with internal teams on customer feedback to improve products/services.

• Document detailed customer interactions and updates in CRM.

• Identify potential areas for service/product improvement based on customer feedback.

• Maintain and enhance strong client relationships.

Skills:

• Enhanced Communication: Improved verbal and written communication capabilities.

• Intermediate Problem-Solving: Ability to tackle a wider range of issues.

• Analytical Skills: Basic analytical skills to track and interpret customer data.

• Technical-Technical Proficiency: Stronger understanding of products/services.

• Advanced CRM: More proficient use of CRM tools for streamlined customer management.

• Customer Focus: Deepened empathy and focus on customer needs.

• Collaboration: Enhanced team collaboration and coordination.

• Feedback Implementation: Ability to implement customer feedback effectively.

Qualifications:

• Bachelor’s degree from an accredited college/university or equivalent B2B client service experience

• Strongly preferred minimum of two year 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

Applicants may be required to appear onsite at a Wolters Kluwer office as part of the recruitment process.

Compensation:

Target salary range CA, CT, CO, DC, HI, IL, MD, MN, NY, RI, WA: $45,100 - $61,700