Senior Customer Success Associate

About the role

The Customer Success Associate serves as a primary point of contact for clients while supporting the day-to-day operations of the Business Licensing team. This role delivers an exceptional client experience by managing customer communications, coordinating licensing requests, maintaining accurate records, and ensuring timely processing of client work. Depending on experience, the associate may also prepare and manage business license applications, research licensing requirements, and work directly with government agencies to help clients maintain compliance. This position is ideal for someone who enjoys balancing customer service, administrative support, and operational responsibilities in a fast-paced, detail-oriented environment.

Responsibilities

• Serve as a primary point of contact for client questions and requests via email and phone.
• Manage shared inboxes, prioritize communications, and ensure timely follow-up on client inquiries.
• Process and coordinate new licensing orders, renewals, and other service requests.
• Maintain accurate client records, documentation, and status updates within internal systems.
• Coordinate with internal departments to ensure timely completion of client requests.
• Monitor order progress and proactively communicate updates or outstanding requirements to clients.
• Perform general administrative support, including document management, reporting, and database maintenance.

For candidates with licensing experience, responsibilities may also include:

• Prepare, submit, and track business license applications and renewals.
• Research federal, state, and local licensing requirements.
• Communicate directly with government agencies regarding application status, requirements, and payment requests.
• Identify licensing requirements and assist with resolving filing issues or deficiencies.
• Maintain knowledge of licensing regulations and internal filing procedures to support compliance and client success.

Skills

• Advanced Communication: High-level verbal and written communication skills.
• Specialized Problem-Solving: Ability to address and resolve more complex issues.
• Advanced Analytical Skills: Strong ability to interpret and act on customer data.
• Deep Technical Proficiency: In-depth knowledge of company products/services.
• Advanced CRM Management: Proficient and effective use of CRM systems.
• Customer Advocacy: Strong focus on representing customer needs within the company.
• Cross-Functional Collaboration: Effective teamwork across different departments.

Interview Practices

To maintain a fair and genuine hiring process, we ask that all candidates participate in interviews without the assistance of AI tools or external prompts. Our interview process assesses your individual skills, experiences, and communication style. We value authenticity and require in-person interviews without virtual backgrounds. Use of AI-generated responses or third-party support during interviews will disqualify you from the recruitment process. Applicants may be required to appear onsite at a Wolters Kluwer office as part of the recruitment process.

Pay

Compensation range: $40,000.00 - $67,550.00 USD. This role is eligible for a bonus. The range is based on the primary location of the position, with actual salary influenced by skills, experience, and hiring location. Your recruiter can share more details during the hiring process.

Benefits

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