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Wolters Kluwer Customer Success Specialist (USA-Remote) in Topeka, Kansas

Basic Function

Wolters Kluwer Health's Clinical Effectiveness (CE) organization is a fast-growing and innovation-driven healthcare information technology (HIT) provider working on the forefront of clinical care. Our accomplished 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 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. In this remote-friendly role, you will report to the Customer Success Manager within the Health division of Wolters Kluwer.

Essential Duties

The Customer Success Specialist, Implementation is a key contributor within a multifunctional team to drive success and meaningful utilization of the Clinical Effectiveness (CE) product suite. They are responsible for new product implementation and optimization of existing product implementations. They execute 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.

  • Implementation and Project Planning

  • Develop effective plans for customer deployments and utilization with identified milestones and goals, 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.)

  • 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 proper execution and successful deployment.

  • Track/review 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.

  • Where appropriate, coordinate with Engagement Manager to execute supporting implementation activities

  • Project Consulting/Best Practice Collaborate 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 CE positively.

  • During implementation, 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, as assigned

Job Qualifications

Education :

  • Bachelor’s degree in Business Health Administration preferred or equivalent experience

Experience :

Required:

  • 1+ years project management skills to track, complex software implementations across multiple customer sites

  • Ability to establish positive, collaborative relationships with client representatives even under difficult or escalated circumstances.

  • Act and communicate professionally as a representative of the CE team.

Preferred:

  • Experience using Salesforce to track and document project plans, status and progress.

  • Direct healthcare provider experience, preferably in a project manager or IT function

  • Understanding of clinical environment and workflows

  • Data-oriented, consultative approach to promote product utilization with customers.

  • Experience developing rapport with all levels of personnel up to and including C-suite executives.

Travel requirements:

20-30% travel

Evidence-Based Clinical Decision Support System| UpToDate | Wolters Kluwer (https://www.wolterskluwer.com/en/solutions/uptodate)

#LI-Remote

EQUAL EMPLOYMENT OPPORTUNITY Wolters Kluwer U. S. Corporation and all of its subsidiaries, divisions and customer/business units is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.

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