Senior Customer Service Technical Specialist (account Manager - csam) – Hybrid USA R0051179

Senior Customer Service Technical Specialist (Account Manager-CSAM)

As a Senior Customer Service Technical Specialist (Account Manager-CSAM), you will play a critical role in owning the post-deployment support experience for a portfolio of high-value enterprise clients. This role goes beyond issue resolution—acting as a trusted advisor, escalation point, and mentor—driving continuous improvement in customer experience, internal processes, and cross-functional collaboration. Your technical expertise and customer-centric approach will directly contribute to client satisfaction, retention, and long-term value realization.

Work Arrangement: Hybrid USA/Nationwide. Eight days a month we come together in the closest office within 50 miles to experience the value of connecting with colleagues.

Required Qualifications

• Bachelor's degree in Computer Science, Engineering, Business, or related field (Master's preferred).
• 7+ years of experience in enterprise technical support, customer success, or technical account management, with 2+ years in a senior or leadership capacity.
• Solid understanding of SaaS platforms, enterprise IT architecture, and cloud environments (preferably Azure).
• Proven success in leading cross-functional customer engagements and managing executive-level communication.
• Exceptional problem-solving and stakeholder management skills.
• Demonstrated leadership in mentoring peers, leading regional initiatives, and improving support systems.
• Strong documentation practices and ability to design scalable support frameworks.

Preferred Qualifications

• Background in EHS, ESG, or operational risk management software.
• Familiarity with ITIL, SaaS customer success strategies, and support-driven NPS/CSAT programs.
• Experience leading high-visibility incidents or presenting post-incident reviews to senior stakeholders.

Key Responsibilities

• Own the post-deployment support relationship with clients, ensuring satisfaction, adoption, and realization of product value.
• Lead regular account health reviews and act as the primary support liaison during escalations.
• Serve as a trusted technical advisor to customer stakeholders and internal teams.
• Align client support needs with product roadmap, upcoming releases, and platform capabilities.
• Coordinate with Engineering, Product, and Cloud teams to resolve systemic issues and implement long-term solutions.
• Provide regional technical direction and serve as a senior escalation point for critical and high-impact issues.
• Guide root cause investigations, document findings, and participate in post-mortem and at-risk client reviews.
• Mentor Tier 1 and Tier 2 support engineers to build diagnostic depth and customer communication skills.
• Contribute to continuous improvement in support workflows, documentation, and SLA adherence.

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.

Company Overview: Wolters Kluwer 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.