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.
