Customer Success Associate

1 Month ago • 2 Years + • Customer Service • $45,100 PA - $61,700 PA

Job Summary

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.
Must have:
  • Enhanced Communication
  • Intermediate Problem-Solving
  • Analytical Skills
  • Technical Proficiency
  • Advanced CRM
  • Customer Focus
  • Collaboration
  • Feedback Implementation
Good to have:
  • Consultative customer service experience
  • Experience in banking, insurance, hospitality, retail, or legal industry

Job Details

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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About The Company

Wolters Kluwer (EURONEXT: WKL) is a global leader in professional information, software solutions, and services for the healthcare, tax and accounting, financial and corporate compliance, legal and regulatory, and corporate performance and ESG sectors. We help our customers make critical decisions every day by providing expert solutions that combine deep domain knowledge with specialized technology and services.  

Wolters Kluwer reported 2022 annual revenues of €5.5 billion. The group serves customers in over 180 countries, maintains operations in over 40 countries, and employs approximately 20,000 people worldwide. The company is headquartered in Alphen aan den Rijn, the Netherlands.

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