Customer Success Associate

Wolters Kluwer; Clayton (MO); On-site; USD 34,300 - 57,400; Full time

Benefits offered by this job

Medical, Dental, & Vision Plans

401(k)

Tuition Assistance Plan

Paid Parental Leave

Job summary

Wolters Kluwer in Clayton, Missouri, seeks a Customer Success Associate (CSA) to manage client relationships within the Account Services Department. This role involves acting as the primary contact for clients, ensuring their needs are met, and overseeing project fulfillment.

The ideal candidate will possess a Bachelor's degree, 1-2 years of customer service experience, and excellent organization and communication skills. The role offers a competitive salary and bonus eligibility, along with a variety of benefits.

Qualifications

• 1-2 years of customer service and/or licensing experience required.
• Ability to handle pressure and prioritize work.
• Exceptional attention to detail and accuracy.

Responsibilities

• Manage relationships and fulfillment for 5-150 clients.
• Provide status updates on ongoing projects.
• Handle 50-75 new emails daily.

Skills

Interpersonal skills

Organizational skills

Communication skills (verbal and written)

Project management skills

Ability to adapt to changing environments

Education

Bachelor's degree or equivalent experience

Tools

Microsoft Office Suite

Adobe PDF

Job description

The Customer Success Associate (“CSA”) - Account Manager is a member of the Account Services Department within CT’s Business Licensing (“BL”) Team. CSA is responsible for managing the relationship with the client by acting as their primary point of contact within the BL Team, while also overseeing and directing the fulfillment of any BL work ordered by those clients.

Responsibilities

• Manage the relationship and fulfillment of work for anywhere between 5-150 clients (varies based on required communication as well as volume of BL work)
• Establish, maintain and develop the relationship between Business Licensing Team and the client
• Receive new order/project requests from clients and partner with onboarding to have those orders set up in our system
• Provide regular status updates to the customer for any pending projects/renewals
• Expertly handle approximately 50-75 new emails daily in an accurate, timely, and courteous manner
• Schedule and lead client meetings to discuss ongoing projects, as needed
• Ensure that the integrity of the license records and client data/documents remains intact throughout the course of the relationship
• Work with internal and external clients to resolve any barriers to licensure and ensure customer satisfaction
• Anticipate client needs and follow through with upsell opportunities
• Operate efficiently within an internal collaborative team environment

Other Duties

• Other duties as assigned.

Job Qualifications

• Education: Minimum Bachelor’s degree, or equivalent experience
• Experience: 1-2 years of customer service and/or licensing experience is required

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
• Outstanding skills using personal computers in a Windows‑based environment (including Microsoft Office Suite and Adobe PDF)
• Excellent attention to detail and high degree of accuracy and consistency
• Top of the line organization skills in all facets of project workflow
• Superb time management skills
• Ability to maintain a customer centric focus and work ethic at all times
• High energy, positive mindset with ability to see barriers as a challenge to be overcome rather than a limitation or deterrent
• Excellent project management skills

Compensation

$34,300.00 - $57,400.00 USD

This role is eligible for Bonus.

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.