Customer Success Associate
3 hours ago
Customer Success Associate - Account Manager
Job Summary:The Customer Success Associate - Account Manager is a key member of the Account Services Department within the Business Licensing Team at Wolters Kluwer. This role is responsible for managing client relationships, overseeing the fulfillment of work orders, and ensuring customer satisfaction.
Key Responsibilities:- Manage relationships with 5-150 clients, varying based on communication needs and work volume
- Establish and maintain relationships between the Business Licensing Team and clients
- Receive and process new order/project requests from clients, partnering with onboarding to set up orders in the system
- Provide regular status updates to clients for pending projects/renewals
- Expertly handle 50-75 new emails daily in an accurate, timely, and courteous manner
- Schedule and lead client meetings to discuss ongoing projects, as needed
- Ensure the integrity of license records and client data/documents throughout the relationship
- Work with internal and external clients to resolve barriers to licensure and ensure customer satisfaction
- Anticipate client needs and follow through with upsell opportunities
- Minimum Bachelor's degree or equivalent experience
- 1-2 years of customer service and/or licensing experience required
- Exceptional interpersonal skills for communication with partner representatives, government agencies, colleagues, and clients
- Use of considerable tact and discretion when dealing with sensitive data
- Ability to adapt to changing regulatory environments
- Ability to work independently, handle pressure, multi-task, and prioritize work at all times
- Excellent organizational and communication skills
- Ability to maintain a customer-centric focus and work ethic at all times
Target salary range: $44,000-$60,200
Wolters Kluwer U.S. Corporation and all its subsidiaries, divisions, and customer/business units are 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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