Senior Customer Success Associate

Responsibilities:

• Manage and support Independent Director relationships and appointments for structured finance, special purpose entities, and other corporate governance engagements.
• Serve as the primary point of contact for customers throughout the lifecycle of each appointment.
• Manage complex onboarding processes for large or high-profile customers.
• Review contracts and related documentation.
• Address non-standard customer inquiries and troubleshoot specialized issues.
• Analyze customer renewal and upselling opportunities.
• Evaluate customer performance data and provide detailed insights.
• Deliver specialized training sessions tailored to customer needs.
• Ensure implementation schedules align with customer and company goals.
• Develop recommendations based on customer feedback for product and service improvement.
• Collaborate closely with Sales and Product teams to enhance the customer experience.
• Foster robust client relationships through proactive engagement.
• Advanced verbal and written communication skills.
• Specialized problem-solving skills with the ability to address and resolve complex issues.
• Advanced analytical skills with the ability to interpret and act on customer data.
• Deep technical proficiency and knowledge of company products and services.
• Advanced CRM management skills.
• Strong customer advocacy and relationship management capabilities.
• Ability to collaborate effectively across different departments.
• Expertise in providing in-depth customer training and education.
• Strong organizational skills with the ability to manage multiple transactions and deadlines.
• Requires in-depth knowledge and specialized expertise in operational or administrative processes gained through job-related training and considerable on-the-job experience.
• Takes a broad perspective to evaluate non-standard operational or administrative problems and identify solutions from partial or conflicting information.
• Completes a variety of operational or administrative assignments under limited supervision, following general instruction for new or special assignments.
• Communicates potentially sensitive information with other departments and/or external organizations.
• May serve as an informal resource for colleagues with less experience.
• 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.

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