Senior Customer Service Technical Specialist

Enablon, a Wolters Kluwer business, is the world's leading provider of Sustainability, EHS and Operational Risk Management Software. Enablon offers the most comprehensive platform in the industry and is consistently recognized as a global leader and visionary for enabling the sustainable company through technology. Enablon provides enterprise-wide software solutions for small and large companies and is an extremely broad platform with a proprietary programming language, more than a hundred modules, and highly configurable. Therefore, each customer solution is unique.

The Customer Service Account Manager (CSAM):
- Is a member of the Customer Support team.- Manager provides post-deployment services to Enablon’s customers. They are the voice of the customer and are dedicated to customer success.- has a holistic view of customer expectations, business requirements, and challenges related to their business.- takes overall accountability and identifies opportunities for the customers within the CSAM’s portfolio.- is responsible for managing and leading customer support services for a specific customer portfolio in the region, overseeing the execution of maintenance and support of Enablon software solutions, with a strong focus on customer satisfaction.

Reporting to the Regional Support Manager of the, the CSAM works closely with project teams, development team, key account managers, partners, and customers to ensure a high-quality support and customer satisfaction. You demonstrate excellent communication and organizational skills, as well as a strong focus on customer delight. You also will act as the backup for the Support Manager. You will provide KPIs and reports to management on a regular basis and are involved in supporting sales to sell support packages and identifying enhancements to improve the customer’s solution.

Essential Duties and responsibilities

Account Management- Be the first point of contact for escalation- Ensure customer business needs are met- Act as a point of contact with sales for issues, questions, concerns and status updates of his/her portfolio- Manage customer expectations, risks, and issues- Achieve customer satisfaction

Monitor, Coach, and Deliver- Identify issues at risk of breaching SLA- Monitor and audit day to day KPIs- Coach and guide support consultants on ticket updates- Monitor consultants regularly in relation to their case management and customer care skills in order to maintain a high standard- Act as a role model- Answer RFPs/RFIs [KB1]- Demonstrate leadership

Organization- Stand in as a delegate for Support Manager when he/she is not available- Support and participate in troubleshooting problems using experience and established procedures- Refine and improve internal procedures

Communication-
- Professionally interact with people, both internal and external to the organization through various media- Write clear processes, best practices and other documents

Other Duties- Participate in recruiting activities- Perform other duties or special projects as assigned by Director- Represent Enablon as a global leader at the Sustainable Performance Forums (SPFs)

Job Qualifications

Capabilities- Implementation of a process improvement initiatives (ITIL, CMMI, 6sigma, etc.)- Strong ability to build lasting relationships with clients and partners- Manage own workload and priorities- Complete internal obligations (timesheet, status reports, required training, performance reviews, etc.) 100% on time- Escalate effectively and when necessary- Able to provide functional coaching to Customers with simple explanations but also drive technical discussions with Customer IT and Partner implementation consultants- Positive demeanor while providing solution options to challenges- Quickly learn a new proprietary software tool- Identified, built, and successfully deployed at least one internal improvement project-
- Provides solutions to a variety of technical problems of moderate scope and complexity.- Ability to work under general supervision while following established procedures.- Contributes to the completion of milestones associated with specific projects.- Experienced with frequent inter-organizational and outside customer contacts.- Demonstrated performance in providing solutions to difficult issues associated with specific projects.

Background- At least a 5-year degree in Engineering, Computer Science or related field- Familiarity with SaaS, Web languages and other web technologies- knowledge of database design concepts- Fluent in English and French- ITIL, preferably ITIL Intermediate

Experience

At least 5 years of professional experience working on support and services in a customer facing environment, preferably in Software and SaaS industries. At least 3 years in leadership of a support team.
- Applicants may be required to appear onsite at a Wolters Kluwer office as part of the recruitment process._