Customer Success Associate - Proactive Onboarding

Mass Digital Health; Boston (MA); On-site; USD 41,000 - 69,000; Full time

Benefits offered by this job

Medical, Dental, Vision Plans

401(k)

Tuition Assistance Plan

Vacation and Sick Time

Paid Parental Leave

Job summary

Wolters Kluwer in Boston is seeking a Customer Success Associate to support and manage the customer lifecycle, focusing on onboarding, engagement, and proactive issue resolution. You will work with professional customers under private agreements, ensuring satisfaction and renewal opportunities.

The role requires collaboration with internal teams, data analysis of customer engagement, and training support. Onsite recruitment may be required as part of the process.

Qualifications

• Excellent verbal and written communication.
• Ability to tackle a wider range of issues.
• Basic analytical skills to interpret customer data.
• Strong understanding of products/services.
• Proficient use of CRM tools for customer management.
• Deepened empathy and focus on customer needs.
• Enhanced team collaboration and coordination.
• Ability to implement customer feedback effectively.

Responsibilities

• Proactively support onboarding for new customers.
• Address and resolve a broad range of inquiries and issues.
• Assist with renewals and upsell 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 offerings.
• Document detailed customer interactions and updates in CRM.
• Identify areas for product/service improvements based on feedback.
• Maintain and strengthen client relationships.

Skills

Communication

Problem-solving

Analytical skills

Technical proficiency

CRM usage

Customer focus

Collaboration

Feedback implementation

Tools

CRM systems

Job description

Wolters Kluwer in Boston is seeking a Customer Success Associate to support and manage the customer lifecycle, focusing on onboarding, engagement, and proactive issue resolution. You will work with professional customers under private agreements, ensuring satisfaction and renewal opportunities.

The role requires collaboration with internal teams, data analysis of customer engagement, and training support. Onsite recruitment may be required as part of the process.