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About the Role

The Customer Success Associate (CSA) - Account Manager is responsible for managing client relationships and overseeing the fulfillment of business licensing work ordered by clients. This role acts as the primary point of contact between the client and the Business Licensing Team.

Responsibilities

• Manage client relationships and work fulfillment for 5-150 clients.
• Establish, maintain, and develop relationships between the Business Licensing Team and clients.
• Receive new order/project requests from clients and partner with onboarding to set up orders.
• Provide regular status updates to customers on pending projects/renewals.
• Handle approximately 50-75 new emails daily accurately, timely, and courteously.
• Schedule and lead client meetings to discuss ongoing projects.
• Ensure the integrity of license records and client data/documents.
• Resolve barriers to licensure and ensure customer satisfaction with internal and external clients.
• Anticipate client needs and follow through with upsell opportunities.
• Operate efficiently within an internal collaborative team environment.
• Perform other duties as assigned.

Requirements

• Minimum Bachelor’s degree or equivalent experience.
• 1-2 years of customer service and/or licensing experience required.
• Exceptional interpersonal skills for communication with partner representatives, government agencies, colleagues, and clients.
• Use considerable tact and discretion when dealing with partners, clients, or sensitive data.
• Ability to adapt to a changing regulatory environment.
• Ability to work independently, handle pressure, multi-task, and prioritize work at all times.
• Excellent organizational and communication (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-tier 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 the ability to see barriers as challenges.
• Excellent project management skills.
• Applicants may be required to appear onsite at a Wolters Kluwer office.
• Candidates must participate in interviews without the assistance of AI tools or external prompts.

Skills

• Interpersonal skills
• Communication skills (verbal and written)
• Organizational skills
• Project management skills
• Time management skills
• Customer service
• Licensing
• Microsoft Office Suite
• Adobe PDF

Location

• Onsite (potential requirement for interviews)

Work Type

• Full-time

Experience Level

• 1-2 years

Education Level

• Bachelor's degree or equivalent experience

Salary/Compensations

• $34,300.00 - $57,400.00 USD
• Eligible for Bonus

Benefits

• Medical, Dental, & Vision Plans
• 401(k)
• FSA/HSA
• Commuter Benefits
• Tuition Assistance Plan
• Vacation and Sick Time
• Paid Parental Leave

About the Company

• Wolters Kluwer is a dynamic global technology company providing expert software and information solutions.
• The company serves customers in over 180 countries and employs more than 21,000 people worldwide.
• Wolters Kluwer's mission is to empower professional customers with AI-powered solutions to make critical decisions, achieve successful outcomes, and increase productivity.
• Nearly 70% of their digital revenues come from AI-powered solutions.
• The company has a nearly 190-year legacy and focuses on embedding AI into professional workflows.
• Wolters Kluwer fosters a workplace culture rooted in mutual respect, diversity, and inclusion.
• The company is committed to supporting employee well-being through its global 'Together we thrive' program.
• Wolters Kluwer has received recognition for its workplace, including Forbes' Best Large Employers and Best Employers for Women.

Equal Opportunity

• Wolters Kluwer is committed to complying with laws requiring equal opportunity in hiring, promotion, and other employment decisions.
• All qualified applicants will receive consideration without regard to race, color, religion, sex (including pregnancy, gender identity, transgender status, and sexual orientation), national origin, disability, age, genetic information, veteran status, or any other characteristic protected by applicable law.
• Discrimination on any of these bases is not tolerated.