Customer Service Technical Specialist

Enablon, a Wolters Kluwer business, is the world's 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.

Release Manager

The Release Manager is a member of the Customer Support Services team and is responsible for both project implementation initial releases and customer support subsequent releases of Enablon software into Clients' solutions. They are responsible for planning, scheduling, and governing the build through different stages. Their aim is 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 Release Manager works closely with project teams, development team, key account managers, partners, customer support, and customers to ensure high-quality solution releases. This individual demonstrates excellent communication and organizational skills, as well as a strong focus on customer delight. The Release Manager will provide KPIs and reports to management on a regular basis for continuous improvement as well as identify risks and issues. Accountability

• Release Definition: Liaise with internal and external stakeholders to establish release and maintenance scope
• Planning and Execution: Accountable for developing, maintaining, and managing the client release schedule for product upgrades.
• 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.
• 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.
• Other Duties: Participate in recruiting activities. Perform other duties or special projects as assigned by Director. Represent Enablon as a global leader at the Sustainable Performance Forums (SPFs).

Job Qualifications Skills / Capabilities

• Manage the release process end-to-end, from the planning of release content through to actual release deployment to production.
• Ability to manage multiple projects with multiple priorities.
• Strong problem-solving 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.
• Experience as both, team player and effective team leader.
• Implementation of process improvement initiatives (ITIL, CMMI, 6sigma, etc.)
• Identified, built, and successfully deployed at least one internal improvement project.
• 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 inter-organizational and outside customer contacts. Demonstrated performance in providing solutions to difficult issues associated with specific projects.

**For more details please contact Carl Rigby at carl.rigby@wolterskluwer.com** 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. We provide 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. Together with our customers, we help to advance sustainability, health, justice, prosperity, and commerce around the world.