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. 
 

Essential Duties and 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 client Receive new order/project requests from clients and partner with onboarding to have those orders set up in our system Provide regular status updates to the customer for any pending projects/renewals Expertly handle approximately 50-75 new emails daily in an accurate, timely, and courteous manner Schedule and lead client meetings to discuss ongoing projects, as needed Ensure that the integrity of the license records and client data/documents remains intact throughout the course of the relationship Work with internal and external clients to resolve any barriers to licensure and ensure customer satisfaction Anticipate client needs and follow through with upsell opportunities  Operate efficiently within an internal collaborative team environment 

  

Other Duties 

Other duties as assigned. 

  

Job Qualifications 

Education: Minimum Bachelor’s degree, or equivalent experience 

  

Experience: 1-2 years of customer service and/or licensing experience is required 

  

Other Knowledge, Skills, Abilities or Certifications:  (First list requirements, followed by preferences.)   

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 Top of the line organization skills in all facets of project workflow Superb time management skills Ability to maintain a customer centric focus and work ethic at all times High energy, positive mindset with ability to see barriers as a challenge to be overcome rather than a limitation or deterrent  Excellent project management skills