Customer Success Associate

Wolters Kluwer • Richmond, VA • 4h ago

The Customer Success Associate ("CSA") - Account Manager is a member of the Account Services Department within CT's Business Licensing ("BL") Team. CSA is responsible for managing the relationship with the client by acting as their primary point of contact within the BL Team, while also overseeing and directing the fulfillment of any BL work ordered by those clients

Responsibilities:

Manage the relationship and fulfillment of work for anywhere between 5-150 clients (varies based on required communication as well as volume of BL work)

Establish, maintain and develop the relationship between Business Licensing Team and the client

Receive new order/project requests from clients and partner with onboarding to have those orders set up in our system

Provide regular status updates to the customer for any pending projects/renewals

Expertly handle approximately 50-75 new emails daily in an accurate, timely, and courteous manner

Schedule and lead client meetings to discuss ongoing projects, as needed

Ensure that the integrity of the license records and client data/documents remains intact throughout the course of the relationship

Work with internal and external clients to resolve any barriers to licensure and ensure customer satisfaction

Anticipate client needs and follow through with upsell opportunities

Operate efficiently within an internal collaborative team environment

Other Duties

Other duties as assigned.

Job Qualifications

Education: Minimum Bachelor's degree, or equivalent experience

Experience: 1-2 years of customer service and/or licensing experience is required

Other Knowledge, Skills, Abilities or Certifications:

Exceptional interpersonal skills to communicate with partner representatives, government agencies, colleagues and clients

Use of considerable tact and discretion when dealing with partners, clients, or sensitive data

Ability to adapt to changing regulatory environment

Ability to work independently, handle pressure, multi-task and prioritize work at all times

Excellent organizational and communication (both verbal and written) skills

Ability and desire to work in a fast paced environment

Outstanding skills using personal computers in a Windows-based environment (including Microsoft Office Suite and Adobe PDF)

Excellent attention to detail and high degree of accuracy and consistency

Top of the line organization skills in all facets of project workflow

Superb time management skills

Ability to maintain a customer centric focus and work ethic at all times

High energy, positive mindset with ability to see barriers as a challenge to be overcome rather than a limitation or deterrent

Excellent project management skills

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:

$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, and Paid Parental Leave. Full details of our benefits are available upon request.

EQUAL EMPLOYMENT OPPORTUNITY Wolters Kluwer U. S. Corporation and all of its subsidiaries, divisions and customer/business units is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.

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