Senior Customer Success Associate
Permanent remote role. Candidate can be located anywhere in the U.S.The Senior Customer Success Associate (Enterprise Client Team) leads advanced, large-scale business license research projects for our enterprise level clients. Work before this team will consist of, but not be limited to, corporate transactional change events such as change of ownership, mergers & acquisitions, entity conversions, name change, officer change, and re-domestication.ESSENTIAL DUTIES AND RESPONSIBILITIES
Leads large-scale, complex research transactions for our enterprise level direct and partnership clients
Establishes project plans and key milestones for enterprise client projects.
Manages the client/partnership relationship throughout all phases of project lifecycles
Conducts industry and location specific research for our clients, identifying all federal, state, county and city level business licensing requirements
Creates business specific research packages for timely delivery to clients in line with our established key performance indicators
Identifies and compiles licensure specifications in both PDF and Excel formats, including: forms, hyperlinks, supporting documents, exam requirements, prerequisites, turnaround times, fees, and renewal data
Delegates research functions to Customer Success Associates with appropriate oversight
Communicates directly with government agencies to assist with business license research inquiries
Provides proactive updates to our clients and partners regarding order statuses and delays
Concisely conveys findings to clients and team members via oral and written correspondence
Partners with the Knowledge Specialist Team to centralize research stemming from team work product
Synergizes with other internal teams when team work product will convert to other services
Seeks new ways to improve department deliverables, products, and workflows with the goal of efficiency in mind
Education:
Minimum Bachelor’s degree, or equivalent
Experience:
3+ years of experience, preferably in the licensing field.
Other Knowledge, Skills, Abilities or Certifications:
Exceptional interpersonal skills to communicate with partner representatives, government agencies, colleagues and clients
Use of considerable tact and discretion when dealing with partners, clients, or sensitive data
Ability to adapt to changing regulatory environment
Ability to work independently, handle pressure, multi-task and prioritize work at all times
Excellent organizational and communication (both verbal and written) skills
Ability and desire to work in a fast paced environment
Outstanding 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 consistency
Compensation:Target salary range CA, CT, CO, HI, NY, WA: $51,550-$70,850EQUAL EMPLOYMENT OPPORTUNITY Wolters Kluwer U. S. Corporation and all of its subsidiaries, divisions and customer/business units is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.