Customer Support Account Manager at Wolters Kluwer in Chicago, IL

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 customer’s solution.

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 high 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
• 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

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
• Master’s 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

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 in leadership of a support team

Travel Requirements

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