Customer Success Associate

Jobtailor; Massachusetts; On-site; USD 60,000 - 85,000; Full time

Job summary

Jobtailor is seeking a Customer Success professional in the United States (Massachusetts) to onboard new customers, train users, analyze engagement data, and collaborate with product teams to drive improvements. You will support renewals and identify upselling opportunities while maintaining strong client relationships.

Ideal candidates will excel in empathy, communication, and cross-functional coordination, with hands-on CRM usage and data interpretation.

Qualifications

• Excellent verbal and written communication skills.
• Ability to tackle a wider range of customer issues.
• Basic analytical skills to track and interpret customer data.
• Strong understanding of products and services.
• Proficient use of CRM tools.
• Deep empathy and focus on customer needs.
• Ability to collaborate and coordinate with teams.
• Ability to implement customer feedback effectively.
• Willingness to participate in interviews without AI tools or external prompts.
• Ability to attend in-person interviews and appear onsite at a Wolters Kluwer office if required.

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 and services
• Document detailed customer interactions and updates in CRM
• Identify potential areas for service and product improvement based on customer feedback
• Maintain and enhance strong client relationships

Skills

Verbal communication

Written communication

Analytical skills

CRM usage

Onboarding

Customer training

Upselling

Issue resolution

Team collaboration

Tools

CRM Tools

Job description

• 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 and services
• Document detailed customer interactions and updates in CRM
• Identify potential areas for service and product improvement based on customer feedback
• Maintain and enhance strong client relationships

Requirements

• Enhanced verbal and written communication capabilities
• Ability to tackle a wider range of customer issues
• Basic analytical skills to track and interpret customer data
• Strong understanding of products and services
• Proficient use of CRM tools
• Deep empathy and focus on customer needs
• Ability to collaborate and coordinate with teams
• Ability to implement customer feedback effectively
• Participation in interviews without AI tools or external prompts
• Ability to attend in-person interviews and appear onsite at a Wolters Kluwer office if required

Core Competencies

Demonstrates strong customer relationship management skills, with a focus on onboarding, training, and addressing customer inquiries. Proficient in analyzing customer performance data and implementing feedback to enhance service delivery.

Highest-signal resume keywords

• Customer Relationship Management
• Analytical Skills
• Verbal Communication
• Written Communication
• Collaboration

ATS Optimization Keywords

Hard Skills

• Customer Onboarding
• Customer Training
• Data Analysis
• Upselling
• Issue Resolution

Soft Skills

• Empathy
• Problem Solving
• Team Coordination

Industry Keywords

• Customer Engagement
• Client Relationships
• Customer Feedback
• Service Improvement

Tools & Technologies

• CRM Tools