Customer Success Associate, Business Licensing

The Customer Success Associate (CSA) - Account Manager is a member of the Account Services Department within CT's Business Licensing (BL) Team.

In this role, you will build upon your foundational customer service and account management skills to support clients with licensing renewals and throughout their lifecycle. You will serve as a trusted resource, proactively managing client relationships, ensuring customer satisfaction, and coordinating the successful delivery of Business Licensing services.

The CSA - Account Manager serves as the primary point of contact for assigned clients, overseeing both the client relationship and the fulfillment of Business Licensing work. This role requires strong multi-tasking abilities, professional communication, organization, problem-solving, and project management skills to ensure clients receive timely, accurate, and exceptional service.

Responsibilities:

• Manage a portfolio of approximately 5 to 150 clients, depending on communication needs and workload volume.
• Build, maintain, and strengthen client relationships through proactive communication and ongoing support.
• Serve as the primary point of contact for client inquiries, requests, and escalations.
• Receive and coordinate new orders and project requests, partnering with internal teams to ensure accurate setup and execution.
• Provide regular updates and guidance regarding renewals, pending projects, and licensing activities.
• Professionally manage a high volume of inbound communications, including approximately 50-75+ emails per day.
• Schedule and lead client meetings to discuss project status, priorities, and business needs, as appropriate.
• Ensure the accuracy and integrity of client records, licensing information, and related documentation.
• Collaborate with internal teams, government agencies, and external stakeholders to resolve licensing challenges and remove barriers to compliance.
• Anticipate customer needs, identify opportunities to expand services, and support business growth through upselling and cross-selling activities.
• Contribute to a collaborative, team-oriented environment while managing multiple priorities and deadlines.
• Other Duties
• Perform other duties as assigned.

Qualifications:

• Education
• Bachelor's degree preferred, or an equivalent combination of education and relevant experience.
• Experience
• 1 to 2 years of customer service, account management, licensing, compliance, or related experience required.
• Knowledge, Skills, and Abilities
• Exceptional interpersonal and relationship-building skills with the ability to communicate effectively with clients, government agencies, partners, and colleagues.
• Strong customer service mindset with a commitment to delivering a positive client experience.
• Ability to handle sensitive information with professionalism, discretion, and sound judgment.
• Adaptability and willingness to learn in a dynamic regulatory and compliance environment.
• Strong organizational, time management, and project coordination skills.
• Ability to work independently while balancing multiple priorities in a fast-paced environment.
• Excellent written and verbal communication skills.
• High attention to detail with a strong focus on accuracy and quality.
• Proficiency with Microsoft Office Suite, Adobe Acrobat, and other business applications.
• Proven problem-solving skills and the ability to navigate complex situations effectively.
• Positive, resilient attitude with the ability to approach challenges as opportunities.
• Strong collaboration skills and the ability to work effectively across departments and teams.
• Ability to identify client needs and recommend appropriate solutions and services.
• Our Interview Practices
• 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.

Additional Information :

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.