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Wolters Kluwer Senior Customer Service Specialist in Waltham, Massachusetts

Support the goals of the Client Success Management team to increase customer satisfaction, retain ELM Solutions clients, and manage the deliverables of the Customer Success Plans for their assigned clients. Working with an assigned portfolio of clients as a member of our Client Success team, the Sr Customer Service Specialist is responsible for ensuring the client is successfully using the applications they have licensed. The Sr Customer Service Specialist will also identify areas where the customer can leverage additional available functionality to meet their operational objectives.

For assigned ELM Solutions clients, serve as the client’s primary day-to-day contact, and proactively manage the client’s overall case backlog, organize and lead status meetings with the client, and escalate client concerns or client satisfaction impediments to the Client Success Management team or the Client Support team.

The Sr Customer Service Specialist is responsible for understanding the Client’s definition of success and engaging with their Clients to ensure that our product meets their needs by keeping the client informed of the status of open action items, evaluating the feasibility of potential solutions, analyzing the available alternatives, planning and managing activities to fulfill identified client objectives, and applying their knowledge of the client’s business.

The Sr Customer Service Specialist is a senior role in the Customer Service and Success team and works with our Customer Support, Technical Operations, and Legal Service Provider Operations teams closely. This position is not a Tier 1 / phone support role.

Essential Duties and responsibilities

  • Strategically manage interactions with assigned portfolio of clients

  • Collaborate with ELM Solutions Account Manager(s) to support the overall Account Plan and Objectives for the Client

  • Develop and maintain the Client Success Plans and Technology Profiles for assigned customers.

  • Work with Support case owners to ensure timely follow up and resolution of client support cases.

  • Provide client-specific insight to Support case owners to facilitate efficient issue resolution.

  • Where appropriate, take ownership for resolving client cases. Resolve cases in a timely manner to maintain response time, resolution time and case quality required for clients.

  • Document client issues in case management system with details needed for the assigned team to review, and address issues.

  • Schedule and moderate weekly/biweekly status meetings with Client(s).

  • Manage Client expectations on reasonable response times, resolution paths and resolution times for cases of varying severity levels.

  • Engage cross-functional experts as needed to assist in reaching successful outcomes.

  • Escalate customer issues as necessary for issues significantly impacting customer satisfaction and success.

  • Share best practices with Clients and provide recommendations for the use of ELM products.

  • Mentor CSM team members and contribute to knowledge sharing.

JOB QUALIFICATIONS

Education: Bachelor’s degree in Engineering, Information systems or Computer Engineering preferred, OR, if no degree, equivalent experience required.

Required Experience:

  • Three years of Customer Service/Client Support background or client-facing experience troubleshooting product issues, business requirements, and reporting issues via phone/e-mail including:

  • Experience in managing portfolio of clients/project portfolio.

  • Experience working with Fortune 500 clients.

  • Experience with CRM systems such as Salesforce.

  • Microsoft Office products such as Excel, Word and MS Project/e-Project, and PowerPoint.

  • Preferred Experience, Knowledge, Skills & Abilities:

  • Relationship focused client management experience.

  • Previous experience working in a Tier 3 Technical Services support role.

  • Software Development experience a plus.

  • Legal experience preferred but not required.

  • Knowledge of SQL preferred but not required.

  • Client-facing experience in an enterprise software/SaaS business a plus.

Travel: 5 – 10%, some travel may be required.

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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