Customer Support Account Manager

The Customer Support Account Manager (CSAM) is a key member of the Customer Support Services team. Reporting to the Regional Support Manager, the CSAM collaborates closely with project teams, development teams, key account managers, partners, and customers to ensure high-quality support and customer satisfaction. This role requires excellent communication and organizational skills, with a strong focus on customer delight. The CSAM acts as a backup for the Support Manager, provides KPIs and reports to management regularly, and assists in supporting sales to sell support packages while identifying enhancements to improve the customer's solution.

Key Responsibilities

• Provide a high level of technical support and assistance for Wolters Kluwer customers and consultants using in-depth knowledge of technical customer service.
• Solve complex technical problems and exercise judgment based on the analysis of multiple sources of information.
• Analyze technical questions or reproduce technical problems and provide or develop appropriate solutions related to supported applications/functionality. May lead projects or have accountability for ongoing activities.
• Liaise with internal escalation, development, and functional teams for issue resolution, explain difficult or sensitive information, and work to build consensus.

Key Requirements

• Bachelor's Degree or equivalent relevant experience.
• 5+ years’ experience in a B2B technical customer service or implementation role.
• In-depth knowledge of, or experience with, cloud computing platforms such as Azure, Google Cloud, and AWS.
• In-depth knowledge of database technologies such as Microsoft SQL Server or Oracle.

The above statements are intended to describe the general nature and level of work performed by employees assigned to this job. They are not intended to be an exhaustive list of all duties, responsibilities, and qualifications as these may vary depending on location and line of business. If making a difference matters to you, then you matter to us. Join us at Wolters Kluwer and be part of a dynamic global technology company that makes a difference every day. We’re innovators with impact, providing expert software and information solutions that the world’s leading professionals rely on in the moments that matter most. You’ll make a real difference in the lives of millions of people. At Wolters Kluwer, you can thrive in a caring and inclusive culture where diversity is core to our collective strength and high performance. Be your unique self, share your creative ideas, do your best work, and take time to grow. For more details, please contact Carl Rigby at carl.rigby@wolterskluwer.com