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About the Role
The Customer Success Associate (CSA) - Account Manager supports clients with licensing renewals and throughout their lifecycle, serving as a trusted resource to manage client relationships and ensure satisfaction with Business Licensing services.
Responsibilities
- Manage a portfolio of approximately 5 to 150 clients, depending on communication needs and workload volume.
- Build, maintain, and strengthen client relationships through proactive communication and ongoing support.
- Serve as the primary point of contact for client inquiries, requests, and escalations.
- Receive and coordinate new orders and project requests, partnering with internal teams to ensure accurate setup and execution.
- Provide regular updates and guidance regarding renewals, pending projects, and licensing activities.
- Professionally manage a high volume of inbound communications, including approximately 50-75+ emails per day.
- Schedule and lead client meetings to discuss project status, priorities, and business needs, as appropriate.
- Ensure the accuracy and integrity of client records, licensing information, and related documentation.
- Collaborate with internal teams, government agencies, and external stakeholders to resolve licensing challenges and remove barriers to compliance.
- Anticipate customer needs, identify opportunities to expand services, and support business growth through upselling and cross-selling activities.
- Contribute to a collaborative, team-oriented environment while managing multiple priorities and deadlines.
- Perform other duties as assigned.
Requirements
- Bachelor's degree preferred, or an equivalent combination of education and relevant experience.
- 1 to 2 years of customer service, account management, licensing, compliance, or related experience required.
- Exceptional interpersonal and relationship-building skills with the ability to communicate effectively with clients, government agencies, partners, and colleagues.
- Strong customer service mindset with a commitment to delivering a positive client experience.
- Ability to handle sensitive information with professionalism, discretion, and sound judgment.
- Adaptability and willingness to learn in a dynamic regulatory and compliance environment.
- Strong organizational, time management, and project coordination skills.
- Ability to work independently while balancing multiple priorities in a fast-paced environment.
- Excellent written and verbal communication skills.
- High attention to detail with a strong focus on accuracy and quality.
- Proficiency with Microsoft Office Suite, Adobe Acrobat, and other business applications.
- Proven problem-solving skills and the ability to navigate complex situations effectively.
- Positive, resilient attitude with the ability to approach challenges as opportunities.
- Strong collaboration skills and the ability to work effectively across departments and teams.
- Ability to identify client needs and recommend appropriate solutions and services.
- Candidates must participate in interviews without the assistance of AI tools or external prompts.
- Virtual backgrounds must be removed for interviews.
- In-person interviews are part of the hiring process.
- Use of AI-generated responses or third-party support during interviews will be grounds for disqualification.
- Applicants may be required to appear onsite at a Wolters Kluwer office as part of the recruitment process.
Skills
- Customer service
- Account management
- Licensing
- Compliance
- Interpersonal skills
- Relationship-building
- Communication
- Organizational skills
- Time management
- Project coordination
- Problem-solving
- Collaboration
- Upselling
- Cross-selling
- Microsoft Office Suite
- Adobe Acrobat
Work Type
- Onsite
Experience Level
- 1 to 2 years
Education Level
- Bachelor's degree preferred
Salary/Compensations
- $34,300.00 - $57,400.00 USD
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 offers a wide variety of competitive benefits and programs to help meet your needs and balance your work and personal life.