Senior Customer Service Technical Specialist (Account Manager-CSAM) – Hybrid USA R0051179

Senior Customer Service Technical Specialist (Account Manager-CSAM) Hybrid USA REnablon EHS - North America Wolters Kluwer

Position Summary:

As a Senior Customer Service Technical Specialist (Account Manager-CSAM) you will play a critical role in owning the post-deployment support experience for a portfolio of high-value enterprise clients. This role goes beyond issue resolutionacting as a trusted advisor escalation point and mentordriving continuous improvement in customer experience internal processes and cross-functional collaboration. Your technical expertise and customer-centric approach will directly contribute to client satisfaction retention and long-term value realization.

Work Arrangement: Hybrid USA/Nationwide: Eight days a month we come together in the closest office within 50 miles to experience the value of connecting with colleagues. You will report to the Manager Technical Customer Service CP & ESG Enablon and work under the leadership of the Director Major & Strategic Accounts CP & ESG Enablon. This role is a part of CPESG Enablon EHS - North America Please view the site office location directory for potential office preferences nationwide. About Us:: be legally authorized to work in the United States without employer sponsorship now or in the future.

Required Qualifications:

• Bachelors degree in Computer Science Engineering Business or related field (Masters preferred).
• 7 years of experience in enterprise technical support customer success or technical account management with 2 years in a senior or leadership capacity.
• Solid understanding of SaaS platforms enterprise IT architecture and cloud environments (preferably Azure).
• Proven success in leading cross-functional customer engagements and managing executive-level communication.
• Exceptional problem-solving and stakeholder management skills.
• Demonstrated leadership in mentoring peers leading regional initiatives and improving support systems.
• Strong documentation practices and ability to design scalable support frameworks.

Preferred Qualifications

• Background in EHS ESG or operational risk management software.
• Familiarity with ITIL SaaS customer success strategies and support-driven NPS/CSAT programs.
• Experience leading high-visibility incidents or presenting post-incident reviews to senior stakeholders.

Key Responsibilities

• Own the post-deployment support relationship with clients ensuring satisfaction adoption and realization of product value.
• Lead regular account health reviews and act as the primary support liaison during escalations.
• Serve as a trusted technical advisor to customer stakeholders and internal teams.
• Align client support needs with product roadmap upcoming releases and platform capabilities.
• Coordinate with Engineering Product and Cloud teams to resolve systemic issues and implement long-term solutions.
• Provide regional technical direction and serve as a senior escalation point for critical and high-impact issues.
• Guide root cause investigations document findings and participate in post-mortem and at-risk client reviews.
• Mentor Tier 1 and Tier 2 support engineers to build diagnostic depth and customer communication skills.
• Contribute to continuous improvement in support workflows documentation and SLA adherence.

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: Overview

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

WK #1 for gender equality in the workplace in the Netherlands & #47 worldwide for 2023

Disclaimer: The above statements are intended to describe the general nature and level of work being performed. They are not intended to be an exhaustive list of all responsibilities and requirements. The job description provided is subject to revision and modification at any time.

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Applicants may be required to appear onsite at a Wolters Kluwer office as part of the recruitment process.

Compensation: