<p>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.</p> <p>Responsibilities:</p> <ul> <li> <p>Proactively support the onboarding process for new customers.</p> </li><li> <p>Address and resolve a broader range of customer inquiries and issues.</p> </li><li> <p>Assist with customer renewals and upselling opportunities.</p> </li><li> <p>Monitor and analyze customer performance and engagement data.</p> </li><li> <p>Provide intermediate-level training and guidance to customers.</p> </li><li> <p>Ensure implementation schedules, targets, and budgets are met.</p> </li><li> <p>Collaborate with internal teams on customer feedback to improve products/services.</p> </li><li> <p>Document detailed customer interactions and updates in CRM.</p> </li><li> <p>Identify potential areas for service/product improvement based on customer feedback.</p> </li><li> <p>Maintain and enhance strong client relationships.</p> </li></ul> <p>Skills:</p> <ul> <li> <p>Enhanced Communication: Improved verbal and written communication capabilities.</p> </li><li> <p>Intermediate Problem-Solving: Ability to tackle a wider range of issues.</p> </li><li> <p>Analytical Skills: Basic analytical skills to track and interpret customer data.</p> </li><li> <p>Technical-Technical Proficiency: Stronger understanding of products/services.</p> </li><li> <p>Advanced CRM: More proficient use of CRM tools for streamlined customer management.</p> </li><li> <p>Customer Focus: Deepened empathy and focus on customer needs.</p> </li><li> <p>Collaboration: Enhanced team collaboration and coordination.</p> </li><li> <p>Feedback Implementation: Ability to implement customer feedback effectively.</p> </li></ul> <p>Qualifications:</p> <ul> <li> <p>Bachelor's degree from an accredited college/university or equivalent B2B client service experience</p> </li><li> <p>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</p> </li></ul> <p>Applicants may be required to appear onsite at a Wolters Kluwer office as part of the recruitment process.</p> <p>Compensation:</p> <p>Target salary range CA, CT, CO, DC, HI, IL, MD, MN, NY, RI, WA: $45,100 - $61,700</p>