[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