Customer Success Associate

Wolters Kluwer; Wilmington (DE); On-site; USD 38,000 - 63,000; Full time

Benefits offered by this job

Bonus eligibility

Job summary

Wolters Kluwer in the United States is seeking a Customer Success Associate for the Global Services Team to strengthen relationships with international clients and ensure customers gain maximum value from our products and services.

You will manage international orders, resolve complex inquiries, analyze customer value, and collaborate with cross-functional teams to improve service delivery. The role emphasizes proactive engagement, vendor coordination, and adherence to jurisdictional changes.

Qualifications

• Customer success experience with international clients.
• Ability to analyze customer data and identify upsell opportunities.
• Proficient in CRM systems and product knowledge.
• Strong communication and problem-solving skills.

Responsibilities

• Manage international orders across segments.
• Address non-standard inquiries and troubleshoot issues.
• Analyze customer value and upsell opportunities.
• Serve as point of contact for high-priority projects.
• Recommend improvements from customer feedback.
• Collaborate with internal teams to enhance customer experience.
• Foster proactive client engagement.
• Review vendor communications and update per jurisdiction.
• Handle direct cases and handoffs for requests/orders (FinCen ID required).

Skills

Communication

Problem-Solving

Analytical Skills

Technical Proficiency

CRM Management

Customer Advocacy

Cross-Functional Collaboration

Job description

As a Customer Success Associate for the Global Services Team, you will leverage specialized skills to address international customer requests. You will be essential in cultivating customer relationships and ensuring customers derive maximum value from our products and services.

Responsibilities

• Manage international orders for customers across all business segments.
• Address non-standard customer inquiries and troubleshoot specialized issues.
• Analyze customer value and upselling opportunities.
• Act as the point of contact for high-priority projects and/or customers.
• Develop recommendations based on customer feedback for product/service improvement.
• Collaborate with domestic and managed services, vendors, sales, and relationship management teams to enhance customer experience.
• Foster client relationships through proactive engagement.
• Review vendor communication and make updates based on jurisdictional changes.
• Handle direct cases, subcases, client calls, and handoffs for requests/orders (FinCen ID required).

Skills

• Communication: High-level verbal and written communication skills.
• Problem-Solving: Ability to address and resolve complex issues.
• Analytical Skills: Strong ability to interpret and act on customer data.
• Technical Proficiency: In-depth knowledge of company products/services.
• CRM Management: Proficient and effective use of CRM systems.
• Customer Advocacy: Strong focus on representing customer needs within the company.
• Cross-Functional Collaboration: Effective teamwork across different departments.

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

$37,700.00 - $63,200.00 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, and Paid Parental Leave. Full details of our benefits are available upon request.