[Remote] Customer Success Associate

Note: The job is a remote job and is open to candidates in USA. Wolters Kluwer is seeking a Customer Success Associate to support and manage the customer lifecycle more comprehensively. The role involves ensuring customer engagement and satisfaction, troubleshooting issues, and assisting with renewals and upselling opportunities.

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

• 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
• 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

Company Overview

Wolters Kluwer is an information services company specializing in software solutions and services for the healthcare and legal sectors. It was founded in 1836, and is headquartered in Alphen Aan Den Rijn, Zuid-Holland, NLD, with a workforce of 10001+ employees. Its website is http://www.wolterskluwer.com.

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