Customer Success Associate
Wolters Kluwer · Wilmington, DE · 1 wk ago
On-siteManagement$37k–$62k/yrFull-time
Responsibilities
- Proactively support the onboarding process for new customers.
- Address and resolve a broader range of customer inquiries and issues.
- Aid 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.
Qualifications
- Bachelor’s degree from an accredited college/university or equivalent B2B client service experience.
- Minimum of two years of business-to-business (B2B) client/customer service experience; preferably consultative customer service experience working within the banking, insurance, hospitality, retail and/or legal industry.
Skills
- 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.
Pay
$36,800.00 - $61,700.00 USD
Schedule
Not specified
Benefits
- Medical, Dental, & Vision Plans
- 401(k)
- FSA/HSA
- Commuter Benefits
- Tuition Assistance Plan
- Vacation and Sick Time
- Paid Parental Leave