Senior Customer Success Associate

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 is responsible for delivering 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 Customer Success 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.

Key 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.

To maintain a fair and genuine hiring process, we kindly ask that all candidates participate in interviews without the assistance of AI tools or external prompts. Our interview process is designed to assess your individual skills, experiences, and communication style. We value authenticity and want to ensure we’re getting to know you—not a digital assistant. To help maintain this integrity, we ask to remove virtual backgrounds and include in-person interviews in our hiring process. Please note that use of AI-generated responses or third-party support during interviews will be grounds for disqualification from the recruitment process.

Applicants may be required to appear onsite at a Wolters Kluwer office as part of the recruitment process.

Compensation:

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. 

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.