The Customer Success Associate (“CSA”) - Account Manager is a member of the Account Services Department within CT’s Business Licensing (“BL”) Team. CSA is responsible for managing the relationship with the client by acting as their primary point of contact within the BL Team, while also overseeing and directing the fulfillment of any BL work ordered by those clients

Responsibilities:

Manage the relationship and fulfillment of work for anywhere between 5-150 clients (varies based on required communication as well as volume of BL work)Establish, maintain and develop the relationship between Business Licensing Team and the clientReceive new order/project requests from clients and partner with onboarding to have those orders set up in our systemProvide regular status updates to the customer for any pending projects/renewalsExpertly handle approximately 50-75 new emails daily in an accurate, timely, and courteous mannerSchedule and lead client meetings to discuss ongoing projects, as neededEnsure that the integrity of the license records and client data/documents remains intact throughout the course of the relationshipWork with internal and external clients to resolve any barriers to licensure and ensure customer satisfactionAnticipate client needs and follow through with upsell opportunitiesOperate efficiently within an internal collaborative team environment

Other Duties

Other duties as assigned.

Job Qualifications

Education: Minimum Bachelor’s degree, or equivalent experienceExperience: 1-2 years of customer service and/or licensing experience is required

Other Knowledge, Skills, Abilities or Certifications:

Exceptional interpersonal skills to communicate with partner representatives, government agencies, colleagues and clientsUse of considerable tact and discretion when dealing with partners, clients, or sensitive data Ability to adapt to changing regulatory environmentAbility to work independently, handle pressure, multi-task and prioritize work at all timesExcellent organizational and communication (both verbal and written) skillsAbility and desire to work in a fast paced environmentOutstanding skills using personal computers in a Windows-based environment (including Microsoft Office Suite and Adobe PDF)Excellent attention to detail and high degree of accuracy and consistencyTop of the line organization skills in all facets of project workflowSuperb time management skillsAbility to maintain a customer centric focus and work ethic at all timesHigh energy, positive mindset with ability to see barriers as a challenge to be overcome rather than a limitation or deterrentExcellent project management skills

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

Compensation:

Target salary range CA, CT, CO, DC, HI, IL, MD, MN, NY, RI, WA: $45,100 - $61,700