Customer Success Associate

2 Months ago • 2 Years + • $45,100 PA - $61,700 PA

Customer Service

Job Description

As a Customer Success Associate, you will build upon foundational skills to manage the customer lifecycle proactively, ensuring customer engagement and satisfaction. You will act as a primary resource for troubleshooting and enhancements, supporting the onboarding process, addressing customer inquiries, and assisting with renewals and upsells. Your responsibilities include monitoring customer data, providing intermediate training, ensuring project timelines are met, collaborating with internal teams on feedback, documenting interactions in CRM, and identifying product/service improvements to maintain strong client relationships.

Good To Have:

Consultative customer service experience
Experience in banking, insurance, hospitality, retail, or legal industry

Must Have:

Enhanced Communication
Intermediate Problem-Solving
Analytical Skills
Technical Proficiency
Advanced CRM
Customer Focus
Collaboration
Feedback Implementation

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As a Customer Success Associate, you will build upon your foundational skills to support and manage the customer lifecycle more comprehensively. You will take on a more proactive role in ensuring customers are engaged and satisfied, acting as an essential resource for troubleshooting and enhancements.

Responsibilities:

Proactively support the onboarding process 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/services.
Document detailed customer interactions and updates in CRM.
Identify potential areas for service/product improvement based on customer feedback.
Maintain and enhance strong client relationships.

Skills:

Enhanced Communication: Improved verbal and written communication capabilities.
Intermediate Problem-Solving: Ability to tackle a wider range of issues.
Analytical Skills: Basic analytical skills to track and interpret customer data.
Technical-Technical Proficiency: Stronger understanding of products/services.
Advanced CRM: More proficient use of CRM tools for streamlined customer management.
Customer Focus: Deepened empathy and focus on customer needs.
Collaboration: Enhanced team collaboration and coordination.
Feedback Implementation: Ability to implement customer feedback effectively.

Qualifications:

Bachelor’s degree from an accredited college/university or equivalent B2B client service experience
Strongly preferred minimum of two year of business-to-business (B2B) client/customer service experience; preferably consultative customer service experience working within the banking, insurance, hospitality, retail and/or legal industry

Applicants may be required to appear onsite at a Wolters Kluwer office as part of the recruitment process.

Compensation:

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