Wolters Kluwer

Customer Service Technical Specialist (Delivery Manager) – Hybrid USA R0048087 | CPESG | Enablon EHS – NA - Wolters Kluwer

Job Description

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. Enablon provides enterprise-wide 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 high-quality 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 month we come together in the closest office within 50 miles to 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. | https://bit.ly/Find_A_WK_Office

Division/BU About Us: https://www.wolterskluwer.com/en/solutions/enablon

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 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
• Identified, built, and successfully deployed at least one internal improvement project

Preferred Job Qualifications

• Bachelor’s 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 inter-organizational 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 Execution: Accountable for developing, maintaining and managing the client release schedule for product upgrades. Work with cross-functional 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 - https://www.mywolterskluwerbenefits.com/index.html

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 20,000 people worldwide. We are headquartered in Alphen aan den Rijn, the Netherlands.

• Ranked by Forbes Magazine as among America’s Best Large Employers for 2022 - #84.
• Wolters Kluwer secures 2nd place in Newsweek's 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. They’re 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.

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