Technical Account Manager

Enablon SA; Colombes; Sur place; EUR 45 000 - 70 000; Plein temps

Résumé du poste

A leading company in Sustainability and Operational Risk Management Software seeks a Customer Service Account Manager to lead customer support services and enhance customer satisfaction. This role requires managing a regional customer portfolio, collaborating with project and development teams, and demonstrating strong relationship-building skills.

Qualifications

• Experience in process improvement initiatives (ITIL, CMMI, Six Sigma).
• Fluent in English and French.
• Minimum 5 years in support and service experience.

Responsabilités

• Manage customer satisfaction and expectations under SLA.
• Respond to escalations and maintain clear communication.
• Participate in recruiting and support overall customer strategy.

Connaissances

Process Improvement

Relationship Building

Technical Coaching

Problem Solving

Time Management

Formation

5-year degree in Engineering, Computer Science, or related field

ITIL Certification

Description du poste

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 sustainable companies through technology. It provides enterprise-wide software solutions for small and large companies, featuring a broad platform with a proprietary programming language, over a hundred modules, and high configurability, making each customer solution unique.

The Customer Service Account Manager (CSAM) is a key member of the Customer Support team. The Manager provides post-deployment services to Enablon’s customers, acting as the voice of the customer and focusing on customer success. They have a holistic view of customer expectations, business requirements, and challenges, taking overall accountability and identifying opportunities within their portfolio.

The CSAM manages and leads customer support services for a specific regional customer portfolio, overseeing maintenance and support of Enablon software solutions with a strong emphasis on customer satisfaction. Reporting to the Regional Support Manager, they work closely with project teams, development teams, key account managers, partners, and customers to ensure high-quality support and satisfaction. The role requires excellent communication and organizational skills, a focus on customer delight, and backup support for the Support Manager. The CSAM provides KPIs and reports to management and supports sales efforts by selling support packages and suggesting enhancements.

Essential Duties and Responsibilities

• Account Management: Serve as the first point of contact for escalations, ensure customer needs are met, manage expectations, risks, and issues, and achieve customer satisfaction.
• Monitor, Coach, and Deliver: Identify issues risking SLA breaches, audit KPIs, coach support consultants, and act as a role model.
• Respond to RFPs/RFIs and demonstrate leadership.
• Organization: Stand in as a delegate for the Support Manager, support troubleshooting, and refine internal procedures.
• Communication: Maintain clear verbal and written communication, interact professionally, and document processes and best practices.
• Other Duties: Participate in recruiting, perform other tasks or projects, and represent Enablon at forums.

Job Qualifications

• Experience in process improvement initiatives (ITIL, CMMI, Six Sigma).
• Strong relationship-building skills.
• Manage workload and priorities effectively.
• Escalate issues appropriately.
• Provide technical coaching and drive technical discussions.
• Quick learner of proprietary software tools.
• Experience with technical standards and providing solutions to technical problems.
• Ability to work independently following established procedures.
• Experience with organizational milestones and customer interactions.

Background

• At least a 5-year degree in Engineering, Computer Science, or related field.
• Familiarity with SaaS, web technologies, and database concepts.
• Fluent in English and French.
• ITIL certification, preferably Intermediate level.

Experience

• Minimum 5 years of support and service experience in a customer-facing environment, preferably in Software and SaaS industries.
• At least 3 years in support team leadership.