Customer Success Associate

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 client relationships, acting as their primary point of contact, and overseeing the fulfillment of Business Licensing work. This role involves managing 5-150 clients, establishing relationships, processing new orders, providing status updates, handling emails, leading client meetings, ensuring data integrity, resolving licensure barriers, and identifying upsell opportunities.

Must Have

• Manage client relationships (5-150 clients)
• Oversee and direct fulfillment of Business Licensing work
• Act as primary client contact within the BL Team
• Receive new order/project requests from clients and partner with onboarding
• Provide regular status updates to the customer for pending projects/renewals
• Handle approximately 50-75 new emails daily accurately, timely, and courteously
• Schedule and lead client meetings to discuss ongoing projects
• Ensure integrity of license records and client data/documents
• Work with internal and external clients to resolve barriers to licensure
• Anticipate client needs and follow through with upsell opportunities
• Operate efficiently within an internal collaborative team environment
• Minimum Bachelor’s degree, or equivalent experience
• 1-2 years of customer service and/or licensing experience
• Exceptional interpersonal skills to communicate with partners, 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
• 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
• High energy, positive mindset with ability to see barriers as a challenge
• Excellent project management skills

Perks & Benefits

• Well-being benefits (tools, programs, and resources)
• Support for health, safety, and well-being
• Caring and inclusive culture
• Opportunities for growth

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

• Other duties as assigned.

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 an office as part of the recruitment process.

Compensation:

Target salary range CA, CT, CO, DC, HI, IL, MA, MD, MN, NY, RI, WA: $45,100 - $61,700

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Our customers work in industries which impact the lives of millions of people every single day. Our mission is to empower our professional customers with the information, software solutions, and services they need to make critical decisions, achieve successful outcomes, and save time.

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