Customer Success Associate

Wolters Kluwer; City of White Plains (NY); On-site; USD 45,000 - 62,000; Full time

Job summary

Wolters Kluwer is seeking a Customer Success Associate to manage the customer lifecycle. This role involves supporting onboarding, resolving inquiries, and enhancing customer engagement while collaborating with internal teams to improve services. A Bachelor’s degree and B2B experience are preferred for successful candidates.

Qualifications

• Strongly preferred minimum of two year of B2B client/customer service experience.
• Experience within the banking, insurance, hospitality, retail and/or legal industry preferred.

Responsibilities

• Proactively support the onboarding process for new customers.
• Address and resolve a broader range of customer inquiries.
• Document detailed customer interactions in CRM.

Skills

Enhanced Communication

Intermediate Problem-Solving

Analytical Skills

Technical Proficiency

Advanced CRM

Customer Focus

Collaboration

Feedback Implementation

Education

Bachelor’s degree from an accredited college/university

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.

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

Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Management and Manufacturing

• Industries

  Information Services

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