Customer Success Specialist – Healthcare Implementation & Training

LOCATION:  Hybrid – 8 days a month in the office.  See locations listed on the posting.

OVERVIEW

Your role is an important contributor within a multifunctional team to deliver on success and meaningful utilization of the CE product suite. You will be responsible for new product implementation and optimization of existing product implementations.  You will act on the approach, deployment 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.

You will manage integrated aspects of the customer lifecycle by supporting various post-sales activities, assist with product usage training, and ensure that customers effectively engage with our solutions. Your work will contribute significantly to customer retention and satisfaction.

Your contacts will include customers across the healthcare landscape.

RESPONSIBILITIES

• Implementation and Project Planning
  • Develop effective plans for customer deployments and utilization with identified milestones and goals, including implementation and optimization activities. 

• Understand and uncover client needs, initiatives, and deployment opportunities to develop and align prioritized project plans for assigned accounts with identified milestones and goals.
• Provide input and feedback on the effectiveness of client project plans, including implementation and optimization activities, to proactively adjust plans with client project leads to allow for execution and successful deployment.
  • Track implementation and utilization project plans, including risk identification, gap assessment, and escalation
  • Report on progress and effectiveness of plans to client leadership and internal stakeholders
  • Develop workflow design and product configuration, including customer branding & tailoring
  • Conduct customer trainings and onboarding activities
  • Coordinate with Engagement Manager to execute supporting implementation activities
  • Project Consulting and Best Practice Collaboration across internal teams in efforts to maintain the health and well-being of assigned accounts, effectively managing client expectations, and supporting success and renewal
  • Share best practices with customers and encourage their adoption
  • Interview and shadow customers to design workflows, trainings and deployment plans to meet unique customer needs and position us positively
  • Work with customers to set utilization goals and benchmark success, leveraging tools (reports, case studies, client references, etc.) to win and maintain customer support

• On-going support

• Support customer with ad-hoc advisory and utilization support
• Complete ad-hoc projects
• 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 in Salesforce

QUALIFICATIONS

Education:  Bachelor’s degree or equivalent experience

Experience:

• 2 + years of excellent project management skills to track large, complex software implementations across multiple customer sites
• Direct healthcare provider experience, preferably in a project manager or IT function 
• Understanding of clinical environment and workflows
• Consultative approach to promote product utilization with customers
• Ability to quickly establish rapport with all levels of personnel up to and including C-suite executives
• Able to deliverer in performing compelling presentations as well as communication skills

TRAVEL: Approximately 15 - 25% for customer visits, team meetings, or to attend conferences

ABOUT CLINICAL EFFECTIVENESS

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 workflow to cope with changing regulatory payment pressures while striving to deliver high quality and effective care.

#LI-Hybrid

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.