Technical Account Manager

3 months ago

Macquarie Park, Australia Wolters Kluwer Full time

Job Summary

This role partners with Strategic Account Executives (SAM) and works closely with Solution Delivery, Partners, R&D, IT Operations, Sales and other internal departments to ensure high Customer satisfaction with the Enablon solution.

The Technical Account Manager is responsible for building and maintaining post sales strategic relationships with Enablon assigned accounts. This role will serve as a trusted advisor to accounts in complex industries, providing strategic vision, technical insights, and domain knowledge to ensure customer success and system adoption.

This individual demonstrates excellent communication and organizational skills, solid understanding of the Enablon solution and a strong focus on customer satisfaction.

Key Responsibilities:

- Provide strategic sales skills and facilitate the role as trusted advisor to the account
- Design, develop, and implement an innovative strategic account plan with customer requirements to achieve customer satisfaction and account growth
- Coordinate resources, activities, and efforts to mitigate customer issues
- Undertake discovery and education activities to identify opportunities for Enablon usage across organizational functions and processes
- Function as a frontline technical resource for Enterprise Account Managers and formal/informal customer questions
- Develop key relationships in an account to diversify client contact touch points and interaction frequency
- Engaging with customer support as a customer advocate to ensure speedy resolution of customer issues
- Engaging with Product management as the customer advocate on product roadmap discussions
- Maintain current functional and technical knowledge of the Enablon Platform
- Help to document and share best practices in achieving customer satisfaction, positive customer references, and account growth/diversification
- Act as a domain SME, product SME, and customer advocate to achieve quick customer issue resolution
- Deliver and exceed on all performance targets.
- Work with Sales team to identify opportunities, increase bookings, and grow account revenues
- Serve as the account first line of defense to mitigate issues and prevent troubled customer situations from arising, raising company awareness immediately to avoid deterioration of the account relationship, user satisfaction, or sales opportunity

About You
- Bachelor’s degree or equivalent experience with diverse EHS&Q background
- 7+ years of experience in a related function is required.
- Direct customer advocacy and engagement experience in post-sales or professional services functions in Fortune 1000, companies working with executive teams, managerial level, and shop floor personnel.
- Has successfully managed complex customer engagements to completion and customer satisfaction
- Must be customer service oriented and believe in teamwork, collaboration, adaptability & self-initiatives.
- Demonstrable success in thinking strategically, executing tactically while providing consistent and high levels of customer satisfaction and retention in a matrixed environment.
- Some experience in sales or professional services

About our Values

Wolters Kluwer continuously strives for an inclusive company culture in which we attract, develop, and retain high-performing, productive, engaged, and diverse talent to deliver on our strategy. As a global company, having a diverse workforce from different backgrounds, nationalities, races, genders, gender identities, ages, sexual orientations, physical disabilities, religions, expertise, and talents is of the utmost importance.

We pride ourselves on our culture, which promotes inclusion, accessibility and flexible working arrangements. You can learn more about what we do by visiting our website:
Culture and Benefits
- We care for our people and a part of that we offer:

- Flexible Working Arrangement - promoting work life balance
- Learning and Development opportunities
- Access to health and wellness programs
- Insurance Options
- Parental leave benefits that exceed legislative requirements
- The opportunity to work within a global organization with experienced leaders

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