Job Posting R0012011
Location: Riverwoods, IL or Remote-US
Requires working knowledge of theories, principles and concepts and applies general knowledge of business and industry practices within client training. Understands key business drivers and builds knowledge of the company, processes and customers. Under a moderate level of guidance, responsible for solving moderately complex problems following established policies and procedures. Participates in the delivery of post-sale or post-implementation training to clients to ensure knowledge transfer and effective utilization of products. Provides clients guidance on industry or specific product issues that may impact the application of product or technology at client organization. Plans own work and adjusts efforts to meet goals. Supports the achievement of goals through own personal efforts.
Provides support to external clients and internal teams on complex technical, regulatory, and product specific issues. ftwilliam.com offers software solutions that service all types of retirement and health plans, including defined contribution, defined benefit and welfare benefit plans. This Client Trainer provides remote technical, regulatory, and application support to customers primarily by phone and email, sometimes via remote system access. Strong technical knowledge of product specialties and products, as well as governing regulations. Understands related issues presented by clients and can correlate issues quickly to products. Resolves unique or complex inquiries utilizing technical, regulatory, and product knowledge. Handles support and escalation calls and emails. Assists in testing products prior to product releases. Writes processes and guidelines for new problem support issues and maintains and reports issues to product development team.
ftwilliam.com serves retirement plan administrators (primarily TPAs--third party administrators) and our products are designed to serve as a total solution for these administrators. The Client Trainer must be able to see technical and regulatory changes through the eyes of the customer and provide practical product specific support.
This Client Trainer position requires ERISA regulatory, technical, and product knowledge, and is highly specialized. This consultant focuses on assisting customers with all levels of technical product support queries on ftwilliam.com compliance products. The Client Trainer assists the compliance team with keeping customers abreast of legislative changes with timely technical and regulatory updates. Additionally, this specialist will assist in creating supportive materials for customers such as user guides, technical product instructions, forms and product updates. The Client Trainer will have a strong Compliance background to assist the Compliance Team with all levels of product support. The Client Trainer represents ftwilliam.com at industry conferences and seminars, and presents as the subject matter expert at various technical product information webinars.
The Client Trainer works closely with ftwilliam.com's product owners to assist with new product enhancements and testing new updates/releases. The Client Trainer may also serve as one of FTWs product owners. As such, the Client Trainer will work with product(s) across IT/Development, Legal/Documents, Product Support, Sales, and Training teams.
Performs other duties as assigned by supervisor.
Bachelor Degree or 5 years of industry experience
Wolters Kluwer (WKL) is a global leader in professional information, software solutions, and services for the health, tax & accounting, finance, risk & compliance, and legal sectors. We help our customers make critical decisions every day by providing expert solutions that combine deep domain knowledge with advanced technology and services.
Wolters Kluwer reported 2019 annual revenues of 4.6 billion. The group serves customers in over 180 countries, maintains operations in over 40 countries, and employs approximately 19,000 people worldwide. The company is headquartered in Alphen aan den Rijn, the Netherlands. Wolters Kluwer shares are listed on Euronext Amsterdam (WKL) and are included in the AEX and Euronext 100 indices.
For more information about our solutions and organization, visit , follow us on , , and .
EQUAL EMPLOYMENT OPPORTUNITY
Wolters Kluwer and all of its subsidiaries, divisions and customer/business units is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or any other protected status.