Senior Customer Success Associate

Permanent remote role. Candidate can be located anywhere in the U.S.

The Senior Customer Success Associate (Enterprise Client Team) leads advanced, large-scale business license research projects for our enterprise level clients.  Work before this team will consist of, but not be limited to, corporate transactional change events such as change of ownership, mergers & acquisitions, entity conversions, name change, officer change, and re-domestication. 

ESSENTIAL DUTIES AND RESPONSIBILITIES 

• Leads large-scale, complex research transactions for our enterprise level direct and partnership clients 
• Establishes project plans and key milestones for enterprise client projects. 
• Manages the client/partnership relationship throughout all phases of project lifecycles  
• Conducts industry and location specific research for our clients, identifying all federal, state, county and city level business licensing requirements 
• Creates business specific research packages for timely delivery to clients in line with our established key performance indicators  
• Identifies and compiles licensure specifications in both PDF and Excel formats, including: forms, hyperlinks, supporting documents, exam requirements, prerequisites, turnaround times, fees, and renewal data 
• Delegates research functions to Customer Success Associates with appropriate oversight 
• Communicates directly with government agencies to assist with business license research inquiries   
• Provides proactive updates to our clients and partners regarding order statuses and delays 
• Concisely conveys findings to clients and team members via oral and written correspondence 
• Partners with the Knowledge Specialist Team to centralize research stemming from team work product 
• Synergizes with other internal teams when team work product will convert to other services  
• Seeks new ways to improve department deliverables, products, and workflows with the goal of efficiency in mind  

Education:  

• Minimum Bachelor’s degree, or equivalent 

Experience: 

• 3+ years of experience, preferably in the licensing field. 

Other Knowledge, Skills, Abilities or Certifications:   

• Exceptional interpersonal skills to communicate with partner representatives, government agencies, colleagues and clients  
• Use of considerable tact and discretion when dealing with partners, clients, or sensitive data   
• Ability to adapt to changing regulatory environment  
• Ability to work independently, handle pressure, multi-task and prioritize work at all times 
• Excellent organizational and communication (both verbal and written) skills  
• Ability and desire to work in a fast paced environment  <