Wolters Kluwer Customer Success Associate in Boston, Massachusetts
Remote position. ideal candidate will be in Eastern Standard Time or Central Standard Time.
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.
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 as assigned.
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: (First list requirements, followed by preferences.)
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
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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