Senior Customer Success Specialist, Wolters Kluwer
Salary not provided
Salesforce
Junior and Mid level
Boston
Chicago
More information about location
2+ days a week in office
Information services and software solutions
Open for applications
Information services and software solutions
1001+ employees
B2BEnterpriseLegalBusiness IntelligenceFinancial ServicesAutomation
Open for applications
Salary not provided
Salesforce
Junior and Mid level
Boston
Chicago
More information about location
2+ days a week in office
1001+ employees
B2BEnterpriseLegalBusiness IntelligenceFinancial ServicesAutomation
Company mission
To empower our professional customers with the information, software solutions, and services they need to make critical decisions, achieve successful outcomes, and save time.
Role
Who you are
- Education: Bachelor’s degree required, Business Health Administration preferred. Advanced degree or equivalent recommended
- 2+ years account management experience (within healthcare space, preferred)
- Detail-oriented with excellent time-management skills and ability to manage multiple priorities at once
- 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
- Superb presentation, oral and written communication skills
- Excellent project management skills to track large, complex software implementations across multiple customer sites
- Understanding of clinical environment and workflows, strongly preferred
- Exposure to EHR systems, strongly preferred
- Knowledge of Salesforce CRM
- ~30% domestic travel
What the job involves
- The Senior Customer Success Specialist is a key contributor within a multifunctional team to drive success and meaningful utilization of the CE product suite at customer sites
- They are responsible for oversight in product implementation, ongoing utilization, and assisting in customer relationship management
- They assist & execute on the strategy development, approach, and performance optimization efforts under the direction of Customer Success Management and Sales to ensure that customer needs are identified and satisfied, that expectations are met and exceeded and that renewals are achieved
- Client Management & Relationship Building: The Sr. CSS has in-depth knowledge of key business drivers and builds knowledge of the company, processes, and customers
- Stakeholders
- Sr. CSS should develop strong working relationships with Project Liaison and be able consult Project Liaison on best practices, implementation activities and gaining leadership support
- Sr. CSS explains difficult or sensitive information; works to build consensus
- Sr. CSS will take an active role in planning, scheduling, and executing onsite client meetings
- Sr. CSS should be aware of executive stakeholders, including contract holders and can develop key communications to keep stakeholders updated
- In conjunction with Account Executive & Engagement Manager, Sr. CSS will be responsible for planning and conducting Executive Kick-Off with new customer accounts
- Depending on the customer, CSS may have regular communication with executive stakeholders and can be nimble in tailoring their communication or presentations to the executive audience
- Sr. CSS should develop relationships with various implementation leads including service line leaders, managers, department heads, physicians, nurses, and front-end users and should leverage these leads to seek out new implementation opportunity
- Sr. CSS is an expert in navigating common customer pushback and can overcome barriers to implementation
- CSS Explains complex information to others in straightforward situations
- Judgement
- Sr. CSS should be aware of customer health and provide input to changes in customer health to AE, EM, or SRM
- Sr. CSS should be able to identify and escalate any customer concerns and take initial steps to overcome them
- Sr. CSS solves complex problems; exercises judgment based on the analysis of multiple sources of information
- Account Management & Planning: Sr. CSS should be able to utilize all account management systems across CE and should be able to recommend opportunities for process improvement
- Sr. CSS should regularly leverage PSA reporting as part of customer conversations and should actively pull PSA related reports to understand timelines, resourcing, and trends
- Sr. CSS will Partner internally with various teams on communication planning including lifecycle marketing, targeted customer communications, and thought leadership campaigns
- Sr. CSS will leverage Account Management Systems to ensure 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.)
- In conjunction with the Implementation team, Sr. CSS will be responsible for identifying & guiding new customer implementation strategy
- Sr. CSS will be responsible for planning and leading business reviews for assigned client accounts
- Sr. CSS should be able to identify outcomes analyses pertinent to client
- Sr. CSS should be able to guide colleagues in supporting internal and external data inquiries
- Sr. CSS should support the ongoing account planning with the Account Executive, Senior Regional Manager, and Engagement Manager
- Reporting Systems: Sr. CSS leverages data to solve complex problems and exercises judgement based on the analysis of multiple sources of information
- Sr. CSS explains complicated data and works to build consensus on next steps
- Sr. CSS regularly seeks data analysis opportunities to tie CE Product utilization to customer outcomes
- Sr. CSS extracts data across all reporting systems and uses data visualization techniques to tell a positive story
- Sr. CSS should have a high-level understanding of internal reports (AM, Client Status, Gap Analysis) and should regularly leverage these reports to monitory customer health
- Sr. CSS should be able to guide colleagues in supporting internal and external data inquiries
- Project Plan Management: Sr. CSS has in-depth conceptual and practical knowledge in primary job family and basic knowledge of related job families. Works independently, receives minimal guidance; leads projects and has accountability for ongoing customer activities
- Products
- Sr. CSS has in-depth knowledge of all CE products and is aware of the competition and market differentiators
- Workflow & Industry Knowledge
- Sr. CSS supports overall account strategy through new opportunity identification, additional optimizations, and supporting heatmapping development
- Sr. CSS should be comfortable promoting standard and flexible CE product workflows with clients such as complex integration and automation projects as well as less common service lines
- Sr. CSS will be responsible for project planning, in conjunction with Customer Success Manager (report internally and externally on updates, identify implementation gaps, present implementation opportunities to customer)
- Sr. CSS may serve as a resource to colleagues when it comes to understanding how CE Products fits within the healthcare landscape & customer strategy opportunities
- Sr. CSS can identify, understand, and uncover client needs, initiatives, and deployment opportunities based on knowledge of government programs and quality initiatives
- Sr. CSS can explain CE product alignment with major healthcare models
- Sr. CSS stays on top of healthcare trends and seeks out opportunities to partner with customers on innovation and alignment
- Technical Expertise: Technical Integrations
- Sr. CSS should be able to present integration options to customers, i.e. batch automation, EMR integration, Member Access and should be able to navigate common technical questions related to each, by leveraging knowledge of customer to make recommendations
- Sr. CSS can seek out new and innovative integration opportunities across various customer platforms and pursue customer conversations to discuss
- Sr. CSS should be able to communicate the value of various integration options as well as explain the technical lift
- Sr. CSS should leverage various internal reports to identify, escalate, and resolve technical issues
- Sr. CSS should navigate and coordinate amongst various internal teams including SI, App Support, Engineering, and others
- 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
- Performs other duties as assigned by supervisor
Our take
For over 185 years, Wolters Kluwer has been innovating the way professionals and businesses work. The company has expanded to offer a substantial range of services across the Health, Tax & Accounting, Finance, Compliance, and Legal sectors.
While operating across so many sectors comes with an extensive range of competition, Wolters Kluwer serves customers in over 180 countries, which has been managed, in part, due to its 70+ acquisitions. For example, the company has recently acquired leading artificial intelligence technology company Della AI, which will become part of its legal software unit, to further advance its natural language processing capabilities.
The company is currently focused on its 2022-2024 strategy, which is a three-year value elevation strategy aimed at accelerating expert solutions, expanding its reach, and evolving its core capabilities. After delivering on its 2019-2021 strategy (resulting in €4.8 billion in revenues in 2021 alone) Wolters Kluwer is well set to remain on its long-standing path of growth and success.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Led by a woman
Few candidates hear
back within 2 weeks
Company
Company benefits
- Hybrid/Flexible Work Environment
Company values
- Focus on Customer Success - Customers are at the center of everything we do
- Make it Better - We're Committed to Continuous Improvement
- Aim High and Deliver - We're responsible for delivering the right results
- Work as a Team - We're stronger together
Company HQ
Alphen aan den Rijn, Netherlands
Articles
Leadership
Nancy McKinstry
(CEO & Chairman of the Executive Board, not founder)Held various roles at the company before being named CEO in 2003. Current Member of the Board of Directors at various companies including Accenture, Abbot, Russel Reynolds Associates, and Columbia Business School.
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