Customer Success Manager, Wolters Kluwer
30% - 40% travel domestically
2+ days a week in office
AI-powered solutions for professionals
Job no longer available
AI-powered solutions for professionals
1001+ employees
Job no longer available
30% - 40% travel domestically
2+ days a week in office
1001+ employees
Company mission
To help customers make critical decisions every day by providing expert solutions tha to combine deep domain knowledge with technology.
Role
Who you are
- Bachelor’s degree required, Business/Health Administration preferred. Advanced degree or equivalent experience recommended
- 4-7 years working with healthcare systems, preferably in a customer success or account management capacity
- Understanding of clinical environments and workflows
- Experience managing a book of business, strongly preferred
- Strong customer relationship-building skills, including proven ability to quickly establish rapport with all level of personnel including C-suite executives
- Excellent project management skills to track large, complex software implementations across multiple customer sites
- Data-oriented, consultative approach to promote product utilization with customers
- Superb presentation, oral and written communication skills
What the job involves
- Product(s) you'll be supporting: UpToDate® Patient Engagement
- Region: Central/Midwest
- This is an individual contributor position
- The Customer Success Engagement Manager plays a lead role in managing and driving our customer’s product utilization for our UpToDate® Patient Engagement product
- Serving as the lead Customer Success representative for our largest and most strategic accounts, this person is responsible for ensuring the smooth implementation and effective roll-out of CE products
- They are part of and collaborate with a regionally organized Customer Success team to ensure strategic customer relationships are established and strengthened, implementation projects are well-managed, communication plans are effectively designed and executed and ongoing performance is managed
- They also work directly with appropriate Sales Account Managers to ensure that customer needs are identified and satisfied, that expectations are met and exceeded and that renewals are achieved
- Internally, this position contributes to the development of both internal and external best practices and strategies, participates in training and onboarding, and mentors teammates in their growth and development
- Customer Relationship Management
- Partner with Sales to build and maintain the health and well-being of assigned accounts, effectively managing customer expectations, and supporting success and renewal
- Enable team members to act as CE liaisons for customer executive leadership as it relates to project planning, execution, implementation and utilization efforts and serve as part of an escalation path for project plan related issues or questions
- Complete executive planning sessions for assigned customer accounts under the direction of, and in collaboration with, senior management and Sales
- Share best practices and encourage their adoption
- Interview and shadow customers to design workflows, trainings and deployment plans to meet unique customer needs and position CE positively
- Present findings both internally and externally to win support for process and performance improvement plans related to customer success
- Work with customers to set utilization goals and benchmark success, leveraging tools (reports, case studies, client references, etc.) to win and maintain customer support
- Implementation and Project Management
- Develop effective plans for large scale customer deployments and utilization with identified milestones and goals
- Understand and uncover customer needs, initiatives, and deployment opportunities to develop and align prioritized project plans for assigned accounts
- Lead the development and execution of comprehensive customer project plans, including implementation and optimization activities
- 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
- Track and review implementation project plan, including risk identification, gap assessment, and escalation
- Report on progress and effectiveness of plans to customer leadership and internal stakeholders, triggering escalation paths and creating remediation strategies when necessary
- Direct Customer Success Specialists in executing supporting implementation activities, including workflow design, customer configuration, branding & tailoring, and customer training
- 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 customer utilization and product performance
- Analyze customer utilization patterns to identify areas of risk, opportunity and need
- Conduct utilization reviews with customer providing insight to utilization and making 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 for sales organization
- Implementation Scoping (as assigned)
- Advise sales team in establishing contract terms and pricing for the solution
- Collaborate with sales team in reviewing and finalizing implementation scopes during select, active sales opportunities
- Provide feedback, as needed, on Implementation scopes and milestones to ensure that timelines are appropriate and strategies will be effective to achieve desired results
- On-going support
- Support customer with ad-hoc advisory and utilization support
- Establish positive, collaborative relationships with customer 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
- 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.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Company
Company HQ
Alphen aan den Rijn, Netherlands
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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