{"id":3035328,"url":"https://alion.io/job/wolters-kluwer-associate-director-customer-service","title":"Associate Director, Customer Service","company":{"id":2555,"name":"Wolters Kluwer","domain":"wolterskluwer.com","url":"https://alion.io/company/wolters-kluwer","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"B","score":81,"open_postings":72,"ghost_share":0.014,"stale_share":0.708,"repost_share":0.042,"time_to_fill_p50_days":32,"computed_at":"2026-10-27T05:46:45Z"}},"role":"Sales","role_family":"Sales","seniority":"head","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["New York, United States","White Plains, United States","United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":124000,"max_usd":244000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":2908},"experience_years_min":7,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-10-21T21:16:06Z","employer_posted_date":"2026-10-21","last_verified_at":"2026-10-27T17:35:16Z","board_verified":true,"closed_at":null,"days_open":5,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":5},"description":"CT Business Licenses is a leading provider of business license services, helping clients simplify and streamline complex licensing requirements so they can maintain compliance and continue critical business activities. Our teams manage a high volume of research, filings, renewals, and related customer needs with precision, efficiency, and a strong commitment to service excellence.\nThe Associate Director, Customer Success is a core member of the CT Business Licenses Leadership Team. Working in partnership with leaders across the business, this role helps drive accelerated revenue growth, improved margins, stronger customer satisfaction and retention, and increased employee engagement. The Associate Director translates the Business Licenses portfolio strategy into clear operating plans that advance the organization’s vision, mission, and goals while ensuring teams are positioned to deliver consistently for customers.\nLeadership Scope\nThe Associate Director provides ongoing leadership to an organization of approximately six direct reports and their teams. The role is accountable for building a high-performing, customer-focused organization; setting priorities and performance expectations; developing leaders and talent; aligning capacity to demand; and creating the operating discipline needed to deliver quality, timely, and cost-effective business license services at scale.\nKey Responsibilities\nServe as a strategic member of the CT Business Licenses Leadership Team, helping set priorities and execute plans that support growth, profitability, customer outcomes, and employee engagement.\nLead managers and their teams across Customer Success operations, including effective oversight of cross functional interactions\nTranslate portfolio strategy into detailed plans, objectives, operating rhythms, and measurable assignments that support the Business Licenses vision, mission, and goals.\nOwn performance and results across multiple related teams, with accountability for service quality, timeliness, productivity, customer satisfaction, retention, and margin improvement.\nUse customer feedback, operational data, and performance indicators to identify trends, resolve root causes, and prioritize improvements in partnership with BL leadership team\nEstablish scalable processes, policies, standards, and controls that improve consistency, efficiency, and compliance while supporting a high volume of work.\nPartner cross-functionally with Operations, Sales, Product, Technology, Finance, and other stakeholders to address customer needs, improve handoffs, support strategic accounts, and enable growth.\nLead resolution of complex or high-impact customer issues, balancing urgency, regulatory requirements, operational feasibility, and long-term relationship value.\nAlign staffing, capacity, budgets, and partner resources with business demand and service commitments.\nDevelop managers and emerging leaders through coaching, feedback, succession planning, and clear accountability for results.\nChampion change, continuous improvement, and adoption of new tools and ways of working across the organization.\nRepresent the voice of the customer in business decisions and ensure insights are translated into practical improvements for clients and teams.\nSkills\nDemonstrated experience leading managers and multi-layered customer success, service, or operations teams in a complex, high-volume environment.\nStrong strategic and operational leadership, with the ability to convert business strategy into executable plans and measurable results.\nCustomer-centric mindset and experience improving satisfaction, retention, and long-term value through effective relationship and service management.\nStrong business and financial acumen, including experience managing budgets, capacity, productivity, and margin improvement initiatives.\nAnalytical capability to interpret operational and customer data, identify meaningful trends, and make informed decisions.\nExcellent executive communication, influence, and presentation skills, with the ability to engage customers, senior leaders, and cross-functional partners.\nExperience designing and scaling processes, performance measures, governance, and continuous improvement practices.\nProven ability to lead organizational change and build engagement across onshore and offshore teams.\nWorking knowledge of regulatory or compliance-driven services; experience with business licensing, filings, renewals, or entity compliance is preferred.\nFluency with customer success platforms, workflow tools, reporting, and analytics used to manage performance and customer outcomes preferred.\nJob Qualifications\nBachelor’s degree, advanced degree preferred.\nMinimum of 7 years of experience in customer service management and or service operations with at least 3 years in a leadership role\nExperience coaching and mentoring team members.\nProven track record of managing high-volume customer service operations and leading successful teams.\nStrong analytical and problem-solving skills, with the ability to use data to drive decisions and improvements.\nExcellent communication and interpersonal skills, with the ability to interact effectively with clients, team members, and senior management.\nExperience in the business license filing industry or a similar regulatory environment is desired, but not required\nTravel Requirements\nDomestic travel up to 20% of work time (e.g., regional teams, national meetings, client sites).\nLocation\nThis position follows a hybrid work model, requiring a minimum of eight in-office days per month. Candidates must be based in or willing to work from one of our office locations in Clayton, MO; White Plains, NY; or New York City, NY.\nOur Interview Practices\nTo 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.\nApplicants may be required to appear onsite at a Wolters Kluwer office as part of the recruitment process.\nCompensation:\n$111,200.00 - $198,650.00 USDThis role is eligible for Bonus.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.\nAdditional Information:\nWolters 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.","description_format":"text","description_chars":7280,"description_truncated":false,"requirements":{"experience_years_min":7,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":["Hybrid work","Parental leave"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["RegTech, AML & Compliance","Clinical Decision Support","Accounting & Tax Software","Legal Software"],"lifecycle":[{"event":"open","at":"2026-10-21T21:16:06Z"}],"visa":[],"liveness":{"score":63,"band":"ok","label":"Likely open","p_open":1,"p_active":0.632,"p_room":1,"age_days":5,"expected_fill_days":32,"reasons":["conf:4","stale_co","velocity","win:early","comp:brand"],"computed_at":"2026-10-27T05:46:45Z"},"pay":null,"html_url":"https://alion.io/job/wolters-kluwer-associate-director-customer-service","json_url":"https://alion.io/job/wolters-kluwer-associate-director-customer-service.json","meta":{"generated_at":"2026-10-27T18:24:43Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":8410,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-28T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":2555},"rest":"https://alion.io/mcp/rest/get_company?id=2555"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fwolters-kluwer-associate-director-customer-service"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fwolters-kluwer-associate-director-customer-service"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fwolters-kluwer-associate-director-customer-service"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/wolters-kluwer-associate-director-customer-service\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fwolters-kluwer-associate-director-customer-service"}]}