Customer Success Associate

Wolters Kluwer•White Plains, NY

2d•Onsite

About The Position

The Customer Success Associate (CSA) - Account Manager is a member of the Account Services Department within CT’s Business Licensing (BL) Team. The 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. Wolters Kluwer is a global technology company that provides expert software and information solutions. They are innovators with impact, helping professionals in various industries make critical decisions and achieve successful outcomes. The company emphasizes diversity, inclusion, and employee well-being, offering a supportive culture and a range of benefits. Wolters Kluwer reported 2025 annual revenues of €6.1 billion and serves customers in over 180 countries with over 21,000 employees worldwide. They are committed to delivering AI-powered solutions to empower professionals and drive better outcomes.

Requirements

Minimum Bachelor’s degree, or equivalent experience
1-2 years of customer service and/or licensing experience is required
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

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 as assigned.