Customer Service Technical Specialist Delivery Manager Hybrid USA R0048087
Customer Service Technical Specialist Delivery Manager Hybrid USA R0048087
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Job Description
Customer Service Technical Specialist (Delivery Manager) Hybrid USA R CPESG Enablon EHS NA Wolters Kluwer
Job Description
Enablon a Wolters Kluwer business is the worlds 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 enterprisewide 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.
Customer Service Technical Specialist (Delivery Manager is responsible for both project implementation initial releases and customer support subsequent releases of Enablon software into Clients solutions. Responsible for planning scheduling and governing the build through different stages. Aims to deliver product improvements or new functionality required by the business while protecting the integrity and stability of existing services.
Reporting to the Regional Support Manager the Delivery Managers works closely with project teams development team key account managers partners customer support and customers to ensure highquality solution releases. This individual demonstrates excellent communication and organizational skills as well as a strong focus on customer delight.
The Customer Service Technical Specialist (Delivery Manager will provide KPIs and reports to management on a regular basis for continuous improvement as well as identify risks and issues.
Hybrid: Eight days a monthwe come together in the closest office within 50 milesto experience the value of connecting with colleagues. You will report to the Associate Director Technical Customer Service and work under the leadership of the Director Customer Success CP & ESG Enablon. This role is a part of CPESG Enablon EHS North America WK. Please view the site office location directory for potential office preferences nationwide. About Us:
Required Job Qualifications (minimum):
At least 2 years of professional experience preferably in Software and SaaS industries with release/delivery management related responsibilities.
Manage the release process endtoend from the planning of release content through to actual release deployment to production.
Ability to manage multiple projects with multiple priorities
Strong problemsolving skills; resolve challenging time sensitive issues while maintaining client confidence
A dynamic team player who will thrive in an evolving international environment
Strong presentation and communication skills
Identified built and successfully deployed at least one internal improvement project
Preferred Job Qualifications
- Bachelors degree or equivalent related work experience.
- Implementation of a process improvement initiatives Certifications ITIL PMO CMMI 6sigma etc.
Essential Duties and Responsibilities
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
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 interorganizational and outside customer contacts.
Demonstrated performance in providing solutions to difficult issues associated with specific projects.
Experience as both team player and effective team leader
Accountability
Release Definition: Liaise with internal and external stakeholders to establish release and maintenance scope
Planning and : Accountable for developing maintaining and managing the client release schedule for product upgrades. Work with crossfunctional teams to meet goals and milestones that align with business needs and requirements.
Risk Management and Contingency
Manage risks and resolve conflicts that affect release scope schedule quality and business standard.
Provide recommendations and trend analysis on client Product versions and most common issues that require attention.
Develop organizational procedures to decrease the deployment life cycle cover possible post implementation issues and ensure business continuity
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
Additional Information:
Wolters Kluwer offers great benefits and programs to help meet your needs and balance your work and personal life including: Medical Dental & Vision Plans 401(k) FSA/HSA Commuter Benefits Tuition Assistance Plan Vacation and Sick Time and Paid Parental Leave. Full details of our benefits are available
Wolters Kluwer (EURONEXT: WKL) is a global leader in professional information software solutions and services for the healthcare tax and accounting financial and corporate compliance legal and regulatory and corporate performance and ESG sectors. We help our customers make important decisions every day by providing expert solutions that combine deep domain knowledge with specialized technology and services. Wolters Kluwer reported 2022 annual revenues of 5.5 billion. The group serves customers in over 180 countries maintains operations in over 40 countries and employs approximately 20000 people worldwide. We are headquartered in Alphen aan den Rijn the Netherlands.
Ranked by Forbes Magazine as among Americas Best Large Employers for 2022 #84.
Wolters Kluwer secures 2nd place in Newsweeks Most Trustworthy Companies List 2023
CEO Nancy McKinstry ranked 16th by Harvard Business Review of the best performing CEOs in the World.
WK #1 for gender equality in the workplace in the Netherlands & #47 worldwide for 2023.
The above statements are intended to describe the general nature and level of work being performed by most people assigned to this job. Theyre not intended to be an exhaustive list of all responsibilities and job description provided is subject to revision and modification at any time.
#LIHybrid
TexasHoustonAllen Pkwy
TexasDallasBryan St
PennsylvaniaPhiladelphiaMarket St
FloridaTampaWest Boy Scout Blvd
OhioColumbusEaston Commons Way
IndianaIndianapolisWoodfield Crossing Blvd
TexasCoppellRombauer Rd
WisconsinMadisonJunction Rd
GeorgiaKennesawChastain Meadows Ct NW
KansasWichitaEast Douglas
OhioHudsonTerex Road
DelawareWilmingtonOrange St
MissouriClaytonSouth Central Ave
Applicants may be required to appear onsite at a Wolters Kluwer office as part of the recruitment process.
Required Experience:
Manager
Employment Type
Full-Time
