Customer Support Account Manager

Chicago, IL, United States

**Job Description Summary**

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 Support Account Manager (CSAM) is a member of the Customer Support Services team. The Customer Support Account Manager provides post-deployment services to Enablons customers. They are the voice of the customer and are dedicated to customer success. The CSAM has a holistic view of customer expectations, business requirements, and challenges related to their business. The CSAM takes overall accountability and identifies opportunities for the customers within the CSAMs portfolio. Therefore, the CSAM 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, the CSAM works closely with project teams, development team, key account managers, partners, and customers to ensure a high-quality support and customer satisfaction. This individual demonstrates excellent communication and organizational skills, as well as a strong focus on customer delight. The CSAM also will act as the backup for the Support Manager.

The Customer Support Account Manager 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 customers solution.

**Job Description**

***Account Management***

* Be the first point of contact for escalation

* Manage escalations

* 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 high customer satisfaction

* Build relationships within Client organization related to the Enablon solution operation and maintenance as well as the Clients Enablon business sponsor where appropriate

* Participate in Client Steering Committees

***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 to maintain a high standard

* Act as a role model

* Positively influence and add value to sales cycles and coordinate with sales team

* 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

***Business Development***

* Present Support Services offer to prospects

* Answer RFP questions and drive follow-up workshops

* Identify Service Package opportunities for billable work

***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

* Influenced sales cycle and answered RFPs/RFIs

* 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.

***Education*** *:*

* Background

* At least a 4-year degree in Computer Science, Software Engineering, or related field

* Masters Degree in Computer Science, Engineering, or related field is a plus

* Technical Aptitude

* Familiarity with SaaS, Web languages (HTML, CSS, JavaScript, C++, etc.), and other web technologies

* Knowledge of database design concepts

* Language

* Fluent in English and French

* Certification

* ITIL, preferably ITIL Intermediate

***Experience***

* At least 8 years of professional experience working on support and services in a customer facing environment, preferably in Software and SaaS industries

* At least 3 years with leadership responsibilities within a software support or software services team

***Travel Requirements***

* Regional travel to Customer on-site events, workshops, meetings.

location9 Locations**The Power of Purpose**

Wolters Kluwer reported 2020 annual revenues of 4.6 billion, employs over 19,000 people worldwide and maintains operations in over 40 countries. The company is headquartered in Alphen aan den Rijn, the Netherlands. Wolters Kluwer shares are listed on Euronext Amsterdam (WKL) and are included in the AEX and Euronext 100 indices.

For more information about our solutions and organization, visit , follow us on , , and .

**U.S. COVID-19 Vaccination Requirements**

In order to help ensure a healthy and safe workplace for our employees, contingent workers and visitors, Wolters Kluwer currently requires all US employees to be fully vaccinated against COVID-19. Candidates will be required to provide sufficient proof of full vaccination in order to be eligible for employment. Wolters Kluwer will consider all requests for reasonable accommodation for this requirement based on disability and/or sincerely held religious belief and will decide on an individualized basis whether an accommodation can be granted.

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