Customer Success Associate

Customer Success Associate - Account Manager

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 younot 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 Target salary range CA, CT, CO, DC, HI, IL, MA, MD, MN, NY, RI, WA: $45,100 - $61,700 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.