Customer Success Associate — Proactive Onboarding & Growth

wk; Boston (MA); On-site; USD 41,000 - 69,000; Full time

Benefits offered by this job

Medical, Dental, Vision Plans

401(k)

Paid Parental Leave

Vacation and Sick Time

Job summary

Wolters Kluwer in Boston is seeking a Customer Success Associate to support and manage the customer lifecycle, strengthening relationships with law firms across Boston and New York. You will drive onboarding, address inquiries, and help with renewals and upselling while analyzing engagement data.

The role emphasizes collaboration with internal teams, intermediate training, and ensuring schedules and budgets are met, with strong CRM usage and a focus on customer satisfaction.

Qualifications

• Enhanced communication: verbal and written.
• Intermediate problem-solving abilities.
• Analytical skills to track and interpret customer data.
• Technical proficiency with products/services.
• Advanced CRM usage for customer management.
• Strong customer focus and relationship building.
• Collaborative teamwork and coordination.
• Ability to implement customer feedback.

Responsibilities

• Proactively support the onboarding process for new customers.
• Address and resolve a broad 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

Communication

Problem-Solving

Analytics

CRM Proficiency

Customer Focus

Collaboration

Feedback Implementation

Tools

CRM tools

Job description

Wolters Kluwer in Boston is seeking a Customer Success Associate to support and manage the customer lifecycle, strengthening relationships with law firms across Boston and New York. You will drive onboarding, address inquiries, and help with renewals and upselling while analyzing engagement data.

The role emphasizes collaboration with internal teams, intermediate training, and ensuring schedules and budgets are met, with strong CRM usage and a focus on customer satisfaction.