Customer Success Associate

Wolters Kluwer•Madison, WI

16d

About The Position

The Customer Success Associate supports and manages the customer lifecycle, taking a proactive role in customer engagement and satisfaction and serving as a resource for troubleshooting and enhancements. The role supports customer onboarding, resolves customer inquiries and issues, assists with renewals and upselling, monitors customer performance and engagement data, and provides intermediate-level training and guidance. It also helps ensure implementation schedules, targets, and budgets are met; collaborates with internal teams to use customer feedback to improve products and services; documents customer interactions in CRM; identifies service and product improvement opportunities; and maintains strong client relationships. The hiring process may require applicants to appear onsite at a Wolters Kluwer office and includes in-person interviews. Candidates are asked to interview without AI tools or external prompts and to remove virtual backgrounds. Use of AI-generated responses or third-party support during interviews may result in disqualification. The employee must obtain a FinCEN ID within seven days after their first day of employment and comply on an ongoing basis with applicable requirements of the Corporate Transparency Act.

Requirements

Enhanced verbal and written communication capabilities.
Intermediate problem-solving ability to address a wider range of issues.
Basic analytical skills to track and interpret customer data.
Strong understanding of products and services.
Proficiency using CRM tools for customer management.
Empathy and a 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 with applicable Corporate Transparency Act requirements on an ongoing basis.

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.