The Customer Success Associate ("CSA") - Account Manager is a member of the Account Services Department within CT's Business Licensing ("BL") Team. 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
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
Job Qualifications
Education: Minimum Bachelor's degree, or equivalent experience
Experience: 1-2 years of customer service and/or licensing experience is required
Other Knowledge, Skills, Abilities or Certifications:
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
Our Interview Practices
To maintain a fair and genuine hiring process, we kindly ask that all candidates participate in interviews without the assistance of AI tools or external prompts. Our interview process is designed to assess your individual skills, experiences, and communication style. We value authenticity and want to ensure we're getting to know you-not a digital assistant. To help maintain this integrity, we ask to remove virtual backgrounds and include in-person interviews in our hiring process. Please note that use of AI-generated responses or third-party support during interviews will be grounds for disqualification from the recruitment process.
Applicants may be required to appear onsite at a Wolters Kluwer office as part of the recruitment process.
Compensation:
$34,300.00 - $57,400.00 USD
This role is eligible for Bonus.
Compensation range listed is based on primary location of the position. Actual base salary offer is influenced by a wide array of factors including but not limited to skills, experience and actual hiring location. Your recruiter can share more information about the specific offer for the job location during the hiring process.
Additional Information:
Wolters Kluwer offers a wide variety of competitive benefits and programs to help meet your needs and balance your work and personal life, including but not limited to: Medical, Dental, & Vision Plans, 401(k), FSA/HSA, Commuter Benefits, Tuition Assistance Plan, Vacation and Sick Time, and Paid Parental Leave. Full details of our benefits are available upon request.
At Wolters Kluwer, we excel at creating content solutions for use in a professional context in the fields of health, corporate services, finance, tax, accounting, law, regulation, and education. We are professionals serving professionals and are committed to delivering essential content, software, and services to help our customers make their most critical business decisions. Utilizing the latest in information technology, we ensure that our customers have the solutions they need, when they need them, and in the media best suited to their requirements. When we achieve this, we deliver on our goal of being the market leader in content in context.
Partners in Innovation
Wolters Kluwer professionals are continuously engaged in an ongoing exchange of expertise and ideas with our customers about their work. This partnership in innovation is at the heart of meeting our commitment to the lawyers, doctors, nurses, tax advisors, teachers, and business executives we serve. Knowledge of their professional workflows and the ability to apply emerging technologies to make them more efficient and productive are at the heart of this partnership.
Leading Positions and Brands
Strong market positions are very important to our business strategies at Wolters Kluwer, and we value the leading positions we hold in most of our markets. Across all of our markets, we own strong, enduring brands in North America such as Adis International, Aspen Publishers, Bankers Systems, CCH, ClineGuide, CT Corporation, Kluwer, Facts & Comparisons, IFI Claims, Lippincott Williams & Wilkins, Loislaw, Medi-Span, Ovid Technologiesand Skolar. These brands have promised and delivered high quality information for decades, and we are committed to continuing to do everything necessary to earn, retain, and expand leadership positions in our selected markets.