[Remote] Customer Success Associate

Note: The job is a remote job and is open to candidates in USA. Wolters Kluwer is seeking a Customer Success Associate to support and manage the customer lifecycle. The role involves ensuring customer engagement and satisfaction, troubleshooting issues, and enhancing client relationships.

Responsibilities

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

• Enhanced Communication: Improved verbal and written communication capabilities
• Intermediate Problem-Solving: Ability to tackle a wider range of issues
• Analytical Skills: Basic analytical skills to track and interpret customer data
• Technical-Technical Proficiency: Stronger understanding of products/services
• Advanced CRM: More proficient use of CRM tools for streamlined customer management
• Customer Focus: Deepened empathy and focus on customer needs
• Collaboration: Enhanced team collaboration and coordination
• Feedback Implementation: Ability to implement customer feedback effectively

Benefits

• Medical, Dental, & Vision Plans
• 401(k)
• FSA/HSA
• Commuter Benefits
• Tuition Assistance Plan
• Vacation and Sick Time
• Paid Parental Leave

Company Overview