Customer Success Associate

wk; Madison (WI); On-site; USD 34,000 - 57,000; Full time

Benefits offered by this job

Medical

Dental

Vision Plans

401(k)

FSA/HSA

Commuter Benefits

Tuition Assistance Plan

Vacation and Sick Time

Paid Parental Leave

Job summary

Wolters Kluwer in Madison, WI is seeking an onboarding and customer success specialist to proactively support new customers through their implementation and adoption journey. You will address inquiries, monitor engagement, and help with renewals and upsell opportunities while maintaining strong client relationships.

You will collaborate with internal teams, document interactions in CRM, and provide intermediate-level training to customers.

Qualifications

• Excellent verbal and written communication with customers.
• Ability to tackle a wider range of customer issues.
• Basic to intermediate analytical skills for data interpretation.
• Solid understanding of products/services.
• Proficient use of CRM tools for customer management.
• Empathetic, customer-focused approach.
• Strong collaboration with cross-functional teams.
• Ability to implement customer feedback effectively.

Responsibilities

• Proactively support onboarding for new customers.
• Address and resolve a broad range of inquiries.
• Assist with renewals and upsell opportunities.
• Monitor and analyze customer performance and engagement.
• Provide intermediate-level training and guidance.
• Ensure schedules, targets, and budgets are met.
• Collaborate with internal teams on customer feedback.
• Document customer interactions in CRM.
• Identify areas for service/product improvements from feedback.
• Maintain and enhance strong client relationships.

Skills

Enhanced Communication

Intermediate Problem-Solving

Analytical Skills

Technical-Proficiency

Advanced CRM

Customer Focus

Collaboration

Feedback Implementation

Job description

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.

Employee must obtain a FinCEN ID within 7 days after the first day of employment and comply with all requirements of the Corporate Transparency Act on a continuing basis, including without limitation, by providing the U.S. government and Wolters Kluwer all information necessary to effectuate the purposes of the Act.

Compensation:
$34,300.00 - $57,400.00 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
• Paid Parental Leave

Full details of our benefits are available upon request.