Customer Service Technology Associate Director

Wolters Kluwer Tax & Accounting Europe is a leading provider of tax, accounting and audit information, software and services to the small-to-large firm and corporate market segments in Europe. Wolters Kluwer, a market-leading global information services company, has served tax, accounting and business professionals since 1913.

In 2021 we launched the Customer Service Center of Excellence at a European level, led by a Vice President Customer Service in order to accelerate the new Digital Customer Experience and improve the Company’s efficiency and profitability.

We are looking for a new Customer Service Technology Associate Director who, reporting to the Vice President Technology, can be full dedicated to the new Customer Service Center of Excellence in Europe.

Job Profile Summary

Requires significant specialized depth and/or breadth of expertise and technical knowledge of customer service with a focus on technology practices and systems. Anticipates internal and/or external business challenges and/or issues. Provides internal technical expertise and recommends process, product or service improvements. Solves unique and complex problems that have a broad impact on the business. Leads or directs technology related activities of post-sale technical support services to customers, including installation, troubleshooting, problem resolution and maintenance of products and services. Provides internal technical expertise and recommends process, product or service improvements. Exercises considerable creativity, foresight, and judgment in conceiving, planning, and executing on initiatives. Leads project teams to achieve milestones and objectives. Integrates research and emerging technologies into company product platforms. Contributes to the development of functional strategy.

He/she will contribute to translate business requirements focused on accelerating a common paneuropean.

Key Responsibilities
- Provide expert technical support and assistance for Wolters Kluwer customers and consultants using broad knowledge of technical customer service
- Anticipate business and industry issues and recommend improvements to technology, products, processes or services
- Solve unique technical problems that have a broad impact on the business or on the business of our customers
- Lead projects or initiatives across departments or areas with notable risk or complexity
- Liaise with internal escalation, development and functional teams for issue resolution, communicate complex ideas and persuade senior level to adopt a different point of view
- Impact the direction and resource allocation for projects across department, ensuring a strong collaboration and alignment with GXG and GBS

Key Requirements
- Bachelor’s degree in the field of Computer Science or Computer Engineering, or in any related IT field
- Experienced in Demand’s role and functional knowledge/understanding on Customer Service
- Experienced in technology-related areas (e.g., IT Architecture, Software Engineering, Predictive Analytics, etc.)
- Ability to provide a common approach ensuring integration with local products/technical solutions
- CRM skills (analysis, requirements definition, integration)
- Ability to Assess AS IS and TO BE
- Strong ability to persuade and influence others in order to adopt different points of view, vehiculate complex ideas (internally and externally)
- Ability to manage functional relationships with management, becoming its senior advisor
- Proactivity and attitude to innovate taking in consideration the impact on the existing best experiences
- Experienced in working with multiple cultures within Europe and attention on Diversity, Equity and Inclusion
- Oriented to customer centricity and familiar with NPS drivers
- Exhibits flexibility and sound business judgment, strategic orientation, strong results driven mindset
- Fluent English

Desired Location: Spain (being willing to travel across the Countries in Europe).