Senior Customer Success Associate

Wolters Kluwer•Wilmington, DE

About The Position

The Senior Customer Success Associate manages and supports Independent Director relationships and appointments for structured finance, special purpose entities, and other corporate governance engagements. The role is the primary customer contact throughout the engagement lifecycle, including onboarding, appointment coordination, ongoing support, contract review, renewals, and service delivery. The associate manages multiple transactions, priorities, and deadlines while coordinating governance-related documentation and agreements and helping customers realize value from company products and services. The position requires specialized knowledge of operational or administrative processes, the ability to evaluate non-standard problems using partial or conflicting information, and the ability to complete varied assignments under limited supervision. It may also involve sharing potentially sensitive information with other departments or external organizations and serving as an informal resource to less experienced colleagues. A FinCEN ID is required.

Requirements

FinCEN ID required.
Advanced verbal and written communication skills.
Specialized problem-solving skills to address and resolve complex issues.
Advanced analytical skills and ability to interpret and act on customer data.
Deep technical proficiency and knowledge of company products and services.
Advanced CRM management skills.
Strong customer advocacy and relationship management capabilities.
Ability to collaborate effectively across departments.
Expertise in providing in-depth customer training and education.
Strong organizational skills and ability to manage multiple transactions and deadlines.
In-depth knowledge and specialized expertise in operational or administrative processes gained through job-related training and considerable on-the-job experience.
Ability to evaluate non-standard operational or administrative problems from a broad perspective and identify solutions using partial or conflicting information.

Responsibilities

Manage and support Independent Director relationships and appointments for structured finance, special purpose entities, and other corporate governance engagements.
Serve as the primary point of contact for customers throughout the lifecycle of each appointment.
Manage complex onboarding processes for large or high-profile customers.
Review contracts and related documentation.
Address non-standard customer inquiries and troubleshoot specialized issues.
Analyze customer renewal and upselling opportunities.
Evaluate customer performance data and provide detailed insights.
Deliver specialized training sessions tailored to customer needs.
Ensure implementation schedules align with customer and company goals.
Develop recommendations for product and service improvements based on customer feedback.
Collaborate with Sales and Product teams to enhance the customer experience.
Foster client relationships through proactive engagement.
Complete a variety of operational or administrative assignments under limited supervision and general instruction for new or special assignments.
Communicate potentially sensitive information with other departments and external organizations.
May serve as an informal resource for colleagues with less experience.