.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 Associate Director who can be full dedicated to lead our team in Spain.Mission:Accountable for the performance and results of a technical/functional customer service department/area. Provides direction based on general policies and management guidance. Manages post-sale technical support services to customers, including installation, troubleshooting, problem resolution and maintenance of products and services. Manages customer support resources and staff to provide quality support to users seeking assistance with product usage.Recommends or makes decisions about new or modified support services. Adapts departmental plans and priorities to address resource and operational challenges. Ensures that project goals/milestones are met, business targets achieved, and approved budgets contained.Works toward objectives established by upper levels of management.Recommends departmental specific procedures and implements those that are approved. Provides guidance to employees, colleagues and/or customers.Exercises considerable creativity, foresight, and judgment in conceiving, planning, and executing on initiatives.Leads project teams to achieve milestones and objectives.Contributes to the development of functional strategy.He/she will contribute to translate business requirements focused on accelerating a common Pan-European development.He/she is responsible for managing Managers and Team Leaders as second and third lines across a department of more than 100 employees.Key Responsibilities:- Provide leadership and guidance to technical and functional customer service managers, supervisors and/or senior professionals based on organizational goals and company policy.- Anticipate business and industry issues and recommend improvements to technology, products, processes or services.- Accountable for the performance and results of multiple related functional areas.- Develop departmental plans and determine objective-oriented assignments.- Establish operating policies and procedural plans, including business and operational priorities,ensuring coherence to EU and Corporate guidelines.- 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
