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Wolters Kluwer Customer Service Technical Manager in Austin, Texas

The Customer Service Technical Manager, National Accounts 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 Customer Service Technical Manager, National Accounts is a consultative sales role that will manage customer relationship activities to retain, train and onboard clients.

Essential Duties and Responsibilities

  • Primary duties involve meeting annual sales quota attainment for organic growth, effectively retaining, training and 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.

  • Leads external training programs for clients and provides thought leadership for external client communications such as quarterly newsletters, etc. and other related needs.

  • Continuously listening for “Buy signs and signals” to quickly enlist the appropriate sales personnel to upsell our products and services.

  • Consistent monitoring of named parent accounts to ensure protection of revenue and that WKLS is knowledgeable of any downward trends, client concerns or escalated feedback.

  • The Customer Service Technical Manager, National Accounts id the product and service subject matter expert and escalation point for their assigned clients. The ARM will provide technical support to their assigned clients and provide ad hoc product training as needed. The ARM 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, senior leadership, and customers. Evaluating and deciding personnel issues such as requests for time-off, scheduling issues and deployment of work.

  • Providing on the job guidance, motivation and coaching to all associates. Leading by example. Demonstrating an approachable style by words and actions. Communicating clearly with diverse employee and customer base.

  • 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 daily 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.

Job Qualifications

Education:

Bachelor’s Degree OR, if no degree, 6+ years of successful client support experience. Bachelor’s degree preferred and considered a plus.

Experience:

5 years of client-facing support experience dealing with all traditional order and service processing channels with recent experience in Web or B2B.

1-3 Years of client facing sales or sales support experience. Troubleshooting product issues, business requirements, and reporting issues via phone/e-mail.

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.

Travel requirements

Local and national up to 20% of work time

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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