Customer Success Implementation Specialist (USA-Hybrid)

This role requires two-days a week in an approved Wolters Kluwer USA office location (or 8 days a month).

The Customer Success Implementation Specialist will provide excellent technical services to customers and sales managers based in the United States, Canada and possibly Latin America. This will include providing high-level technical pre- and post-sales assistance, product demonstrating and occasional training. In cooperation with the Sales Directors and Sales Managers, the Senior Customer Success Specialist assists in regional account planning and is assigned to technical projects and responsibilities with the goal of meeting the sales goals of the region. In this hybrid role, you will report to the Customer Success Manager within the Health division.

Additional Information https://www.wolterskluwer.com/en/solutions/ovid/ovid-synthesis

https://tools.ovid.com/ovidtools/support.html

Essential duties

• Manage Wolters Kluwer’s Ovid Synthesis software implementations (e.g. optimizing configuration) and integration projects (e.g. linking or authentication).

• Provide support to customers in both pre- and post-sales efforts. In each situation the aim is to exceed customer expectations and be alert to commercial service opportunities.

• Maintain a deep technical understanding of Ovid Synthesis and other products and technology.

• Provide proactive outreach to our customers to keep process flow going for implementations.

• Work with the local Sales Managers to retain current customers through proactive renewal procedures and implementation audits.

• Serve as Subject Matter Expert, sharing customer and product information related to implementations to colleagues on other teams.

• Visit onsite with customers and attend exhibitions/conferences to conduct demonstrations and user training. 

• Aid in the creation of demonstration and training resources for software products and client-focused services.

• Support self-service projects by contributing content for customer-facing and internal Knowledgebases.

• Assist sales team with retention/pre-sales efforts, by managing demos and serving as a subject matter expert.

Required Experience

• 3+ years of experience with software implementation installation, configuration, integration, and support of multi-user applications.

• Industry experience in healthcare (practitioners) or healthcare academic (educators) setting.

• PC hardware, Microsoft applications and web browsers.

• Experience doing demonstrations, presentations, and user training.

• Supporting applications that are important and of high availability.

• Authentication methods (IP, SSO) and CSS or JSON not required but a plus.

Education

• Bachelor’s degree or equivalent experience.

Travel

Up to 30% travel expectations

#LI-Hybrid

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.