Wolters Kluwer Customer Service Technical Manager in Boston, Massachusetts
Remote position. Candidate can be located anywhere in the U.S.
The Customer Service Technical Manager (CSTM) is responsible for the full service of select clients and overseeing as well as executing a differentiated level of on-boarding of all new and existing clients. The CSTM is a consultative/operational role that will manage the cross functional execution of tasks required to deliver an exceptional client experience throughout the entire client life-cycle continuum. The CSTM will also serve as the primary Client Experience contact for all non IT related issues with regards to audits.
Essential Duties and responsibilities
Primary duties involve effectively onboarding new clients, coordination of research and communication of results to client questions relating to their business operations and content of products, providing training on functionality for external and some internal clients
Work independently or in a team approach to capture potential clients workflow and help us ensure prior to contracting that the product offering meeting the client’s need and helps solve their pain points. Provide feedback to the MV Leadership and Service teams to ensure all understand the scope of the opportunity and the potential volume to decrease staffing impacts.
Continuously listening for "Buy signs and signals" to quickly enlist the appropriate sales personnel to follow through.
Consistent monitoring of both location accounts and RAAC (retain at all costs) clients to ensure protection of revenue and that WKLS is knowledgeable of any downward trends, client concerns or escalated feedback.
CSTMs are the operational, product and service subject matter expert and escalation point for their assigned clients. The CSTM will provide technical support to their assigned clients and provide ad hoc product training as needed. The CSTM will also collaborate on client enhancement projects including understanding and conveying the requirements internally and externally as well as contribute subject matter expertise to ensure client satisfaction and organizational success.
Represent WK Lien Solutions within the industry by developing and maintaining comprehensive knowledge of the suite of products, industry trends and general business and financial acumen through various sources and initiatives. Communicate the WK Lien Solutions competitive advantage to customers in a compelling articulate manner in speech, writing and formal presentation.
Excellent written and oral communication skills are required. Must demonstrate judgment, tact and diplomacy in dealing with internal and external clients as well maintain the ability to handle confidential and/or proprietary information.
Works on assignments that are complex in nature where judgment is required in resolving problems and making recommendations. May determine own methods and procedures on new assignments and will provide guidance to other personnel.
Accuracy is required in performing all functions of this position. Initiative and organization skills are extremely valuable to ensure a positive customer experience. Must possess self-motivation, enthusiasm, and positive attitude and perform as a team player.
Keeping commitments, doing what's right, taking complete ownership of issues while delivering a superior client experience. Building cohesive teams, bringing out the best from peers and subordinates while fostering teamwork and collaboration.
Establishing trust and maintaining relationships with peers, subordinates, Sr. Leadership and customers. Evaluating and deciding personnel issues such as requests for time-off, scheduling issues and deployment of work.
Demonstrating exceptional people skills, exhibiting the ability to work comfortably with individuals at all levels within the company. Able to communicate upward and downward in the organization via both verbal and written form.
Effectively resolve complex client issues and complaints. Demonstrate persistence and a sense of appropriate urgency to resolve problems or process improvements successfully. Enforcing established standards and established performance measurements. Demonstrating the ability to function effectively in ambiguous situations via relentless and resourceful activity. Results oriented with the ability, to set priorities, deliver superior quality and meet aggressive timelines.
Capable of Multi-tasking on a daily basis according to business need. Responsible for meeting goals and objectives for designated teams. Clear ability to network and leverage resources from other geographic sites.
Demonstrates a client oriented approach in the way problems or challenges are addressed, while maintaining a focus towards the business goals. Creative in dealing with shifting requirements and comfortable in pressure situations.
Strong attention to detail and organizational skills. Comfortable juggling multiple assignments concurrently. Committed to contributing whatever is necessary to complete pending assignments
Evangelize the benefits of change effectively and courageously. Anticipate problems or needed process improvements and generate ideas followed up with a bias for action and results. Provide specific feedback to the leadership team to aid in the identification and resolution of all system performance issues.
Acts independently to determine methods and procedures. Evaluates situations that impact operations and decide level of support and response required. Ability to clearly communicate with diverse customer base.
Demonstrated problem solving and analytical ability utilized to drive data driven conclusions and recommendations. Capable of utilizing good judgment and making sound decisions.
May be required to perform other related duties as required or assigned
Bachelor’s Degree OR, if no degree, 6+ years of successful client support experience. Bachelor degree preferred and considered a plus.
5 - 7 years of client-facing support experience dealing with all traditional order and service processing, troubleshooting product issues, business requirements, and reporting issues via phone/e-mail. Additional Sales or Sales support experience a plus.
Proven ability to work cross-functionally to resolve technical, procedural, service or operational issues. Experience with data analysis and management.
Experience providing consulting services. Experience maintaining infrastructure improvement projects.
Ability to create executive-level content and detailed presentations. Ability to work collaboratively with individuals at all levels of the organization.
Training experience is a very strong plus. Strong knowledge of Client service / support work-flow.
Extensive knowledge of personal computer applications such as Microsoft Office including, Visio, Excel and Power-Point.
Local and national up to 20% of work time
Normal office environment
The above statements are intended to describe the general nature and level of work being performed by most people assigned to this job. They are not intended to be an exhaustive list of all duties and responsibilities and requirements.
EQUAL EMPLOYMENT OPPORTUNITY Wolters Kluwer U. S. Corporation and all of its subsidiaries, divisions and customer/business units is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.
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