Customer Success Associate, Wolters Kluwer
$45.1-61.7k
2+ days a week in office (White Plains, NY)
AI-powered solutions for professionals
Be an early applicant
AI-powered solutions for professionals
1001+ employees
Be an early applicant
$45.1-61.7k
2+ days a week in office (White Plains, NY)
1001+ employees
Company mission
To help customers make critical decisions every day by providing expert solutions tha to combine deep domain knowledge with technology.
Role
Who you are
- Education: Minimum Bachelor’s degree, or equivalent experience
- 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
What the job involves
- 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
- 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
Our take
For over 185 years, Wolters Kluwer has been innovating the way professionals and businesses work. The company has expanded to offer a substantial range of services across the Health, Tax & Accounting, Finance, Compliance, and Legal sectors.
While operating across so many sectors comes with an extensive range of competition, Wolters Kluwer serves customers in over 180 countries, which has been managed, in part, due to its 70+ acquisitions. For example, the company has recently acquired leading artificial intelligence technology company Della AI, which will become part of its legal software unit, to further advance its natural language processing capabilities.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Company
Company HQ
Alphen aan den Rijn, Netherlands
Leadership
Nancy McKinstry
(CEO & Chairman of the Executive Board, not founder)Held various roles at the company before being named CEO in 2003. Current Member of the Board of Directors at various companies including Accenture, Abbot, Russel Reynolds Associates, and Columbia Business School.
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