Senior Customer Success Associate

Wolters Kluwer•Austin, TX

20d•Onsite

About The Position

The Customer Success Associate serves as a primary point of contact for clients while supporting the day-to-day operations of the Business Licensing team. This role is responsible for delivering an exceptional client experience by managing customer communications, coordinating licensing requests, maintaining accurate records, and ensuring timely processing of client work. Depending on experience, the Customer Success Associate may also prepare and manage business license applications, research licensing requirements, and work directly with government agencies to help clients maintain compliance. This position is ideal for someone who enjoys balancing customer service, administrative support, and operational responsibilities in a fast-paced, detail-oriented environment.

Requirements

Advanced Communication: High-level verbal and written communication skills.
Specialized Problem-Solving: Ability to address and resolve more complex issues.
Advanced Analytical Skills: Strong ability to interpret and act on customer data.
Deep Technical Proficiency: In-depth knowledge of company products/services.
Advanced CRM Management: Proficient and effective use of CRM systems.
Customer Advocacy: Strong focus on representing customer needs within the company.
Cross-Functional Collaboration: Effective teamwork across different departments.

Nice To Haves

Licensing experience

Responsibilities

Serve as a primary point of contact for client questions and requests via email and phone.
Manage shared inboxes, prioritize communications, and ensure timely follow-up on client inquiries.
Process and coordinate new licensing orders, renewals, and other service requests.
Maintain accurate client records, documentation, and status updates within internal systems.
Coordinate with internal departments to ensure timely completion of client requests.
Monitor order progress and proactively communicate updates or outstanding requirements to clients.
Perform general administrative support, including document management, reporting, and database maintenance.
Prepare, submit, and track business license applications and renewals.
Research federal, state, and local licensing requirements.
Communicate directly with government agencies regarding application status, requirements, and payment requests.
Identify licensing requirements and assist with resolving filing issues or deficiencies.
Maintain knowledge of licensing regulations and internal filing procedures to support compliance and client success.