Customer Success Associate

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

Benefits offered by this job

Medical Plans

Dental Plans

Vision Plans

401(k)

FSA/HSA

Commuter Benefits

Tuition Assistance

Vacation Time

Sick Time

Parental Leave

Job summary

wk is seeking a Customer Success Associate to deepen engagement across the customer lifecycle, supporting onboarding, inquiries, renewals, and data-driven improvements. You will help ensure customer satisfaction, troubleshoot, and guide users on product usage within a private agreements context.

The role emphasizes proactive relationship management, collaboration with internal teams, and maintaining detailed CRM records to drive service enhancements.

Qualifications

• Proactive onboarding support for new customers.
• Ability to resolve a broad range of customer inquiries.
• Assist with 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.

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

Intermediate Problem-Solving

Analytical Skills

Technical Proficiency

Advanced CRM

Customer Focus

Collaboration

Feedback Implementation

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 :

• Medical, Dental, & Vision Plans
• 401(k)
• FSA/HSA
• Commuter Benefits
• Tuition Assistance Plan
• Vacation and Sick Time
• Paid Parental Leave

Full details of our benefits are available upon request.