Hybrid role out of any of our office locations.

Join our team as a Customer Account Specialist and play a key role in delivering exceptional client experiences. In this role, you’ll serve as the primary point of contact for customers, ensuring smooth communication and account management. Your responsibilities include:

• Responding to customer inquiries with accuracy and professionalism
• Collecting and analyzing user metrics to support client success
• Facilitating account renewals and delivering timely notifications
• Welcoming new clients and providing access credentials
• Building expertise in the WK family of service solutions and understanding how they work together
• Collaborating closely with sales representatives to maintain strong client relationships

This position is ideal for someone who thrives in a client-focused environment, enjoys problem-solving, and is eager to learn and grow within a dynamic team.

Key Responsibilities

· Welcome New Customers
Send welcome emails and provide access credentials to new customers. Build and maintain strong relationships with assigned accounts.

· Manage Existing Client Accounts
Serve as the primary point of contact for daily customer inquiries, including billing, account setup, and general account status. Act as liaison between internal departments for content-related questions. Develop a deep understanding of customer needs, assist with minor troubleshooting, and maintain accurate documentation in CRM and departmental tools. Ensure timely updates on customer status, renewals, and follow-up items.

· Oversee Renewal Process
Partner with the sales representative to manage account renewals. Prepare and process renewal quotes in Salesforce, send renewal notifications, and address customer feedback. Communicate feedback to internal teams, coordinate action plans, and ensure accurate account reviews. Collaborate with Accounts Receivable on past-due invoices and follow up with customers for renewal confirmation. Keep sales reps and project managers informed of client issues or needs.

· Conduct User Metric Surveys
Deliver metric surveys and follow outreach cadence to ensure data collection.

· Cross-Functional Collaboration
Act as a liaison between clients and internal departments (e.g., Accounting, Marketing, IT, Technical Support, Product Development, Sales, Project Management, and Order Management). Collaborate with Technical Support on troubleshooting and resolution of the client access issues. Participate in cross-functional meetings to ensure client needs are met and contribute to overall customer satisfaction and organizational success.

Other Duties

• Other duties as assigned.

Job Qualifications

Education:

• A BS/BA Degree or equivalent years of experience

Experience:

• Minimum 3 years in a client-focused role such as Client Services, Account Management, or Customer Success
• Proven ability to build and maintain strong customer relationships
• Exceptional verbal and written communication skills

Other Knowledge, Skills, Abilities, or Certifications:

• Strong analytical skills with a process-oriented mindset
• Excellent time management and prioritization abilities
• Highly organized with exceptional administrative skills
• Proficient in Microsoft Office Suite
• Working knowledge of CRM systems; Salesforce and NetSuite experience preferred

Travel requirements

• Participation in 1–2 all-team meetings per year, depending on location.

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.

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.

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.