Senior Customer Success Specialist

Hybrid role - Qualified applicants must be able to commute 2 days per week to a Wolters Kluwer US-based office

Supported Product(s): Health solutions - emphasis on UpToDate

Supported Region: West Coast

Basic Function

Wolters Kluwer Health's Clinical Effectiveness (CE) organization is a fast-growing and innovation-driven healthcare information technology (HIT) provider working on the front lines of clinical care. Our talented team of physician and pharmacist editors, technologists, and product visionaries collaborate to provide advanced clinical decision support solutions that measurably improve clinical effectiveness by helping healthcare professionals provide optimal care for their patients.
CE's mission is to improve care worldwide. To achieve this vision, CE has strived to deeply understand the challenges facing clinicians and provider organizations as they evolve their work-flow to cope with changing regulatory payment pressures while striving to deliver high quality and effective care.

Essential Duties and responsibilities

The Senior Customer Success Specialist plays a high-impact role in managing strategy and product utilization across the CE product portfolio. They serve as an advisor for our mid-size (major) accounts and are responsible for optimizing customer outcomes to ensure alignment with the client’s clinical, operational, and strategic goals. They ensure customer relationships are established and strengthened, drive product adoption and ensure utilization goals are achieved to maximize value realization, implementation projects are well-managed, communication plans are effectively designed and executed and ongoing performance is managed.  They work directly with Sales Major Account Managers to ensure that customer needs are identified and satisfied, that expectations are met and exceeded and that renewals are achieved.

• Customer Relationship Management
  • Partner with Sales to build and maintain the health and well-being of assigned Major Accounts, effectively managing customer expectations, and supporting success and renewal
  • Act as CE liaison for customer executive leadership as it relates to project planning, execution, implementation and utilization efforts
  • Complete Executive Business Reviews (EBRs) to align on progress, ROI, and future opportunities in collaboration with senior management and Sales 
  • Develop and deliver compelling presentations and facilitate discussions with key stakeholders
  • Share best practices and encourage their adoption to maximize product value and outcomes
  • Design workflows, trainings, and deployment plans to meet unique customer needs
  • Win support for process and performance improvement plans related to customer success, product development, and service improvements based on major account feedback
  • Work with customers to set utilization goals and benchmark success, leveraging tools (reports, case studies, client references, etc.) to win and maintain customer support
  • Manage and nurture relationships with key decision-makers and stakeholders
  • Develop an understanding of the major account’s goals, pain points, and long-term objectives to align WKH solutions with their needs 
  • Ensure the products deliver measurable value to the customer, while educating decision-makers and stakeholders on the tangible benefits being provided
  • Foster relationships with both internal teams and customers, continuously working to deepen trust and collaboration. Build a wide network of internal champions for WK products and leverage these relationships to drive product adoption and customer satisfaction

• Implementation and Project Management
  • Understand and uncover customer needs, initiatives, and deployment opportunities
  • Lead the development and execution of comprehensive customer project plans, including implementation and optimization activities with milestones and goals. This includes ensuring the coordinated execution of tasks across a multi-disciplinary team (Systems Implementation, Customer Support, Enterprise Support, Research & Analytics, Lifecycle Marketing, etc.) and for a variety of activities (access planning, configuration, and execution; training & onboarding; communication plans & digital programs; reporting, etc.)
  • Assess internal resource needs and requirements for efficient and effective implementation
  • Report on progress and effectiveness of plans to customer leadership and internal stakeholders. Identify and monitor potential risks to the customer relationship or satisfaction and proactively trigger escalation paths and develop remediation strategies when necessary
  • Direct Customer Success Specialists in executing supporting implementation activities, including workflow design, customer configuration, branding & tailoring, and customer training and best practices tailored to the needs of high-value accounts
  • Ensure plan execution by direct contribution and oversight of assigned team members’ efforts, prioritizing efforts and resources for assigned customer portfolio.

• Ongoing Utilization Management
  • Oversee and analyze customer utilization patterns to identify areas of risk, opportunity, and need
  • Present insights that showcase how WKH solutions contribute to their goals
  • Conduct utilization reviews with customer providing actionable insight into product usage and making data-driven recommendations for improvement
  • Work with customers to re-engineer workflow processes where necessary
  • Partner with marketing on communication planning including lifecycle marketing, targeted customer communications, and thought leadership campaigns
  • Identify cross-sell/up-sell opportunities by assessing customer needs and aligning additional products, services, or features that drive value and enhance their experience

Other RELATED Duties

• Establish positive, collaborative relationships with client representatives even under difficult or escalated circumstances
• Act and communicate professionally as a representative of the CE team
• Respond quickly and appropriately to customer questions, needs and requests and coordinate resources to meet those needs
• Track and document project plans, status and progress

Job Qualifications

Education:  Bachelor’s degree required, Business Health Administration preferred.  Advanced degree or equivalent recommended.

Experience: 

• 3+ years of experience in Saas-based customer success, account management, or a related role, with a focus on strategic or enterprise-level customer engagement and value realization
• Healthcare background, a plus - including:
  • Knowledge of clinical decision support (CDS) products and awareness of the competition and market differentiators
  • Knowledge of EHRs and workflows
  • Understanding of the healthcare industry, including medical devices, healthcare regulations, and clinical environments and workflows
  • Awareness of challenges faced by healthcare organizations, such as patient outcomes, compliance, and cost pressures

Other Knowledge, Skills, Abilities or Certifications: 

• Excellent project management skills
• Detail-oriented, self-motivated, and excellent multitasking skills
• Familiarity with customer success platforms and CRMs (Salesforce, etc)
• Data-oriented, consultative approach to promote product utilization with customers
• Proven ability to quickly establish rapport with all level of personnel up to and including C-suite executives
• Excellent presentation, oral, and written communication skills to effectively engage with C-level executives and cross-functional teams

Travel requirements

~10-30% travel to west coast and mid-west clients

Physical Demands

Normal office environment.

The above statements are intended to describe the general nature and level of work being performed by most people assigned to this job.  They are not intended to be an exhaustive list of all duties and responsibilities and requirements.

Applicants may be required to appear onsite at a Wolters Kluwer office as part of the recruitment process.

Compensation:

Additional Information:

Wolters Kluwer offers a wide variety of competitive benefits and programs to help meet your needs and balance your work and personal life, including but not limited to: Medical, Dental, & Vision Plans, 401(k), FSA/HSA, Commuter Benefits, Tuition Assistance Plan, Vacation and Sick Time, and Paid Parental Leave. Full details of our benefits are available upon request.