Senior Customer Success Specialist - Health Tech
Job Summary
Job Description
- Design and execute customer success awareness and training strategies.
- Develop programs to drive product adoption and usage of Wolters Kluwer solutions.
- Build strong relationships with customers, identify clinical advocates, and lead clinical engagement initiatives.
- Manage large-scale national and international projects.
- Create engaging onboarding workflows and gather customer feedback.
- Analyze usage data to identify early warning signs and proactively address issues.
- Support the customer journey from onboarding through to retention, upselling, and cross-selling.
- Collaborate with communication and marketing teams to design tailored communication plans.
- Develop high-quality, customized materials and deliver onsite and remote training.
- Cultivate relationships with key stakeholders to support internal awareness campaigns.
- Troubleshoot access and integration issues, and provide technical support for UpToDate and LexiDrug.
- Conduct “train-the-trainer” sessions to certify end users.
- Maintain accurate training records and update account contacts in CRM (Salesforce.com).
- Experience in a SaaS environment with strong business acumen.
- Cantonese (written and spoken).
- Great compensation package
- Medical Insurance benefit for employee and family
- Learning and Development Program
- Flexible working hours to improve work life balance
- Paid Leave and volunteer leave
- Wellness Program
6 skills required
Job Details
The Senior Customer Success Specialist plays a vital role within the Wolters Kluwer Health Division, supporting the product portfolio of UpToDate and LexiDrug in Taiwan, Hong Kong, and Macau. Reporting to the Customer Success Manager, APAC, you will work closely with local sales and marketing teams to design and deliver strategic customer success, integration, and implementation plans tailored to each institution’s size, structure, and unique needs.
This is a Permanent Full-Time position, to be based in Taiwan (work from home). #LI-Remote
More information at Health Clinical Effectiveness, UpToDate and LexiDrug
ABOUT THE ROLE
- Design and execute customer success awareness and training strategies across hospitals and academic institutions.
- Develop programs to drive product adoption and usage of Wolters Kluwer solutions.
- Build strong relationships with customers, identify clinical advocates, and lead clinical engagement initiatives.
- Manage large-scale national and international projects.
- Create engaging onboarding workflows (e.g., campaigns, videos, in-app messaging) and gather customer feedback (e.g., surveys, interviews).
- Analyze usage data to identify early warning signs and proactively address issues.
- Support the customer journey from onboarding through to retention, upselling, and cross-selling.
- Collaborate with communication and marketing teams to design tailored communication plans. Develop high-quality, customized materials (e.g., user guides, manuals, email templates). Deliver onsite and remote training to end users to increase awareness and usage.
- Cultivate relationships with key stakeholders to support internal awareness campaigns.
- Troubleshoot access and integration issues, and provide technical support for UpToDate and LexiDrug.
- Conduct “train-the-trainer” sessions to certify end users.
- Maintain accurate training records and update account contacts in our CRM (Salesforce.com).
ABOUT YOU
- Bachelor’s degree; clinical practice experience is essential.
- Experience in a SaaS environment with strong business acumen is an asset.
- Strong technical aptitude and understanding of EMR systems.
- Strategic Communication: High level of communication skills tailored to various audience needs.
- Customer Insight: Deep understanding of customer behavior and needs.
- Advanced Analytical Skills: Ability to deeply analyze performance metrics.
- In-depth Product Knowledge: Comprehensive knowledge of all product features and updates.
- Customer Advocacy: Promote customer interests within the organization.
- Technical Proficiency: proficient in CRM software and support tools.
- Fluent in English and Mandarin (written and spoken); Cantonese is a plus.
- Willing and able to travel to customer sites (up to 60% travel – will vary by quarter)
WHAT WE OFFER
- Great compensation package
- Medical Insurance benefit for employee and family
- Learning and Development Program
- Flexible working hours to improve work life balance
- Paid Leave and volunteer leave
- Wellness Program
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About The Company
Wolters Kluwer (EURONEXT: WKL) is a global leader in professional information, software solutions, and services for the healthcare, tax and accounting, financial and corporate compliance, legal and regulatory, and corporate performance and ESG sectors. We help our customers make critical decisions every day by providing expert solutions that combine deep domain knowledge with specialized technology and services.
Wolters Kluwer reported 2022 annual revenues of €5.5 billion. The group serves customers in over 180 countries, maintains operations in over 40 countries, and employs approximately 20,000 people worldwide. The company is headquartered in Alphen aan den Rijn, the Netherlands.
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