Technical Account Manager

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

• Demonstrate good and clear verbal and written communication (by phone, email, and web meetings)

• 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

• Experienced in use and application of technical standards.

• 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.