Customer Success Associate

Wolters Kluwer; Boston (MA); On-site; USD 41,000 - 69,000; Full time

Benefits offered by this job

Medical insurance

Dental plan

Vision plan

401(k)

Paid parental leave

Job summary

Wolters Kluwer is seeking a Customer Success Associate to support and manage the customer lifecycle. You will proactively engage customers, troubleshoot issues, and act as a resource for enhancements across private agreements such as loan agreements and indentures.

This role on the CT Corporate Staffing Team involves onboarding, renewals, and collaboration with internal teams. Onsite recruitment may be required, with a compensation range and bonus eligibility noted in the postings.

Qualifications

• Onboarding new customers and guiding adoption.
• Ability to handle a broad range of customer inquiries and issues.
• Experience supporting renewals and upsell opportunities.

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

Proactive customer support

Communication skills

Analytical skills

CRM proficiency

Team collaboration

Customer focus

Training and mentoring

Troubleshooting

Tools

CRM software

Job description

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.

In this role on the CT Corporate Staffing Team, you will be working with a wide range of professional customers seeking support for private agreements (e.g. loan agreements, indentures, guaranty agreements).

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.

Our Interview Practices

To maintain a fair and genuine hiring process, we kindly ask that all candidates participate in interviews without the assistance of AI tools or external prompts. Our interview process is designed to assess your individual skills, experiences, and communication style. We value authenticity and want to ensure we’re getting to know you—not a digital assistant. To help maintain this integrity, we ask to remove virtual backgrounds and include in-person interviews in our hiring process. Please note that use of AI-generated responses or third-party support during interviews will be grounds for disqualification from the recruitment process.

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

Compensation:

$41,100.00 - $68,900.00 USD

This role is eligible for Bonus.

Compensation range listed is based on primary location of the position. Actual base salary offer is influenced by a wide array of factors including but not limited to skills, experience and actual hiring location. Your recruiter can share more information about the specific offer for the job location during the hiring process.

Additional Information

Wolters Kluwer offers a wide variety of competitive benefits and programs to help meet your needs and balance your work and personal life, including but not limited to: Medical, Dental, & Vision Plans, 401(k), FSA/HSA, Commuter Benefits, Tuition Assistance Plan, Vacation and Sick Time, and Paid Parental Leave. Full details of our benefits are available upon request.