Customer Success Associate

Wolters Kluwer•Madison, WI

3d•$34,300 - $57,400

About The Position

As a Customer Success Associate, you will build upon foundational skills to support and manage the customer lifecycle more comprehensively. You will take a proactive role in ensuring customers are engaged and satisfied, serving as a resource for troubleshooting and enhancements. The role includes supporting onboarding, resolving customer inquiries, assisting with renewals and upselling, monitoring customer performance and engagement, providing training, and coordinating implementation schedules, targets, and budgets. You will work with internal teams to use customer feedback to improve products and services, document interactions in CRM, identify improvement opportunities, and maintain strong client relationships. The hiring process emphasizes unaided, authentic candidate participation in interviews. Candidates may be required to appear onsite at a Wolters Kluwer office during recruitment. Within seven days after the first day of employment, the employee must obtain a FinCEN ID and continue to comply with applicable Corporate Transparency Act requirements, including providing necessary information to the U.S. government and Wolters Kluwer. The compensation range is $34,300 to $57,400 USD, with eligibility for a bonus. The listed range is based on the position's primary location; the actual offer may depend on skills, experience, and hiring location.

Requirements

Enhanced verbal and written communication capabilities.
Intermediate problem-solving ability to tackle a wider range of issues.
Basic analytical skills to track and interpret customer data.
Strong understanding of products and services.
Proficient use of CRM tools for customer management.
Empathy and focus on customer needs.
Ability to collaborate and coordinate with teams.
Ability to implement customer feedback effectively.
Obtain a FinCEN ID within seven days after the first day of employment and comply on an ongoing basis with Corporate Transparency Act requirements.

Responsibilities

Proactively support onboarding 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 and services.
Document detailed customer interactions and updates in CRM.
Identify potential service or product improvements based on customer feedback.
Maintain and enhance strong client relationships.