Customer Success Associate at Wolters Kluwer in USA - Irvine, CA, Michelle Dr

Job description

• As a Customer Success Associate, you will build upon your foundational skills to support and manage the customer lifecycle more comprehensively. You will take on a more proactive role in ensuring customers are engaged and satisfied, acting as an essential resource for troubleshooting and enhancements.
• This is a hybrid position with a requirement of working 3x per week in-office, typically Tuesday-Thursday (2875 Michelle Drive. Irvine, CA 92606)

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.

Requirements

• • 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.

Skills

Required

• Enhanced Communication
• Intermediate Problem-Solving
• Customer Focus
• Collaboration
• Feedback Implementation
• Analytical Skills
• Technical Proficiency
• Advanced CRM

Benefits

• Wolters Kluwer offers a wide variety of competitive benefits and programs to help meet your needs and balance your work and personal life, including but not limited to: Medical, Dental, & Vision Plans, 401(k), FSA/HSA, Commuter Benefits, Tuition Assistance Plan, Vacation and Sick Time, and Paid Parental Leave. Full details of our benefits are available upon request.
• This role is eligible for Bonus.
• Compensation range listed is based on primary location of the position. Actual base salary offer is influenced by a wide array of factors including but not limited to skills, experience and actual hiring location. Your recruiter can share more information about the specific offer for the job location during the hiring process.