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Wolters Kluwer · 10 hours ago

Senior Customer Success Associate

Wilmington, DE

Full-time

Onsite

Mid, Senior Level

$44K/yr - $74K/yr

Wolters Kluwer is a global leader in legal entity management and corporate compliance solutions. They are seeking a Senior Customer Success Associate to manage complex onboarding processes, address customer inquiries, and cultivate strong relationships to ensure customers maximize their value from the company's products and services.

BankingFinanceInformation ServicesInformation TechnologyLegalMobilePublishingSoftware

Responsibilities

Manage complex onboarding processes for large or high-profile customers

Address non-standard customer inquiries and troubleshoot specialized issues

Analyze customer renewal and upselling opportunities

Evaluate customer performance data and provide detailed insights

Deliver specialized training sessions tailored to customer needs

Ensure implementation schedules align with customer and company goals

Act as the main point of contact for high-priority customers

Develop recommendations based on customer feedback for product/service improvement

Collaborate closely with sales and product teams to enhance customer experience

Foster robust client relationships through proactive engagement

Qualification

Advanced Analytical SkillsAdvanced CommunicationSpecialized Problem-SolvingDeep Technical ProficiencyAdvanced CRM ManagementCustomer AdvocacyCustomer EducationCross-Functional Collaboration

Required

Manage complex onboarding processes for large or high-profile customers

Address non-standard customer inquiries and troubleshoot specialized issues

Analyze customer renewal and upselling opportunities

Evaluate customer performance data and provide detailed insights

Deliver specialized training sessions tailored to customer needs

Ensure implementation schedules align with customer and company goals

Act as the main point of contact for high-priority customers

Develop recommendations based on customer feedback for product/service improvement

Collaborate closely with sales and product teams to enhance customer experience

Foster robust client relationships through proactive engagement

Advanced Communication: High-level verbal and written communication skills

Specialized Problem-Solving: Ability to address and resolve more complex issues

Advanced Analytical Skills: Strong ability to interpret and act on customer data

Deep Technical Proficiency: In-depth knowledge of company products/services

Advanced CRM Management: Proficient and effective use of CRM systems

Customer Advocacy: Strong focus on representing customer needs within the company

Cross-Functional Collaboration: Effective teamwork across different departments

Customer Education: Expert in providing in-depth training sessions to customers

Employee must obtain a FinCEN ID within 7 days after the first day of employment and comply with all requirements of the Corporate Transparency Act on a continuing basis