Wolters Kluwer
Customer Success Manager - UpToDate and Lexicomp
Wolters Kluwer, Chicago, Illinois, United States,
Location : Remote - US Only
Basic FunctionWolters 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.
Essential Duties And ResponsibilitiesThe Customer Success Engagement Manager plays a lead role in managing and driving our customer’s product utilization across the CE product portfolio. They serve as the lead Customer Success representative for our largest and most strategic accounts within a geographic region of the United States and within our Government accounts and 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.This includes but is not limited to: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 renewalEnable 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 questionsComplete executive planning sessions for assigned customer accounts under the direction of, and in collaboration with, senior management and SalesShare best practices and encourage their adoptionInterview and shadow customers to design workflows, trainings and deployment plans to meet unique customer needs and position CE positivelyPresent findings both internally and externally to win support for process and performance improvement plans related to customer successWork 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 goalsUnderstand and uncover customer needs, initiatives, and deployment opportunities to develop and align prioritized project plans for assigned accountsLead 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 implementationTrack and review implementation project plan, including risk identification, gap assessment, and escalationReport on progress and effectiveness of plans to customer leadership and internal stakeholders, triggering escalation paths and creating remediation strategies when necessaryDirect Customer Success Specialists in executing supporting implementation activities, including workflow design, customer configuration, branding & tailoring, and customer trainingEnsure 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 performanceAnalyze customer utilization patterns to identify areas of risk, opportunity and needConduct utilization reviews with customer providing insight to utilization and making recommendations for improvementWork with customers to re-engineer workflow processes where necessaryPartner with marketing on communication planning including lifecycle marketing, targeted customer communications, and thought leadership campaignsIdentify cross-sell/up-sell opportunities for sales organization
Implementation Scoping (as assigned)
Advise sales team in establishing contract terms and pricing for the solutionCollaborate with sales team in reviewing and finalizing implementation scopes during select, active sales opportunitiesProvide feedback, as needed, on Implementation scopes and milestones to ensure that timelines are appropriate and strategies will be effective to achieve desired resultsOn-going supportSupport customer with ad-hoc advisory and utilization support
Other RELATED DutiesEstablish positive, collaborative relationships with customer representatives even under difficult or escalated circumstances.Act and communicate professionally as a representative of the CE teamRespond quickly and appropriately to customer questions, needs and requests and coordinate resources to meet those needsPerforms other duties as assigned by supervisor.
Job QualificationsEducation: Bachelor’s degree required, Business/Health Administration preferred. Advanced degree or equivalent experience recommended.
Experience:4-7 years experience working with healthcare systems, preferably in a project manager or IT liaison function (Product Management, Informatics, Business Analytics, etc)
Other Knowledge, Skills, Abilities or Certifications:Strong customer relationship-building skillsUnderstanding of clinical environments and workflows - background in government health systems is idealKnowledge of Electronic Health Record (EHR) systems and general understanding of health technologyExcellent project management skills to track large, complex software implementations across multiple customer sitesData-oriented, consultative approach to promote product utilization with customersProven ability to quickly establish rapport with all level of personnel up to and including C-suite executivesSuperb presentation, oral and written communication skills
Travel Requirements:
30% - 40% travel
Physical Demands:
Normal office environment.
The above statements are intended to describe the general nature and level of work being performed by most people assigned to this job. They are not intended to be an exhaustive list of all duties and responsibilities and requirements.
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Basic FunctionWolters 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.
Essential Duties And ResponsibilitiesThe Customer Success Engagement Manager plays a lead role in managing and driving our customer’s product utilization across the CE product portfolio. They serve as the lead Customer Success representative for our largest and most strategic accounts within a geographic region of the United States and within our Government accounts and 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.This includes but is not limited to: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 renewalEnable 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 questionsComplete executive planning sessions for assigned customer accounts under the direction of, and in collaboration with, senior management and SalesShare best practices and encourage their adoptionInterview and shadow customers to design workflows, trainings and deployment plans to meet unique customer needs and position CE positivelyPresent findings both internally and externally to win support for process and performance improvement plans related to customer successWork 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 goalsUnderstand and uncover customer needs, initiatives, and deployment opportunities to develop and align prioritized project plans for assigned accountsLead 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 implementationTrack and review implementation project plan, including risk identification, gap assessment, and escalationReport on progress and effectiveness of plans to customer leadership and internal stakeholders, triggering escalation paths and creating remediation strategies when necessaryDirect Customer Success Specialists in executing supporting implementation activities, including workflow design, customer configuration, branding & tailoring, and customer trainingEnsure 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 performanceAnalyze customer utilization patterns to identify areas of risk, opportunity and needConduct utilization reviews with customer providing insight to utilization and making recommendations for improvementWork with customers to re-engineer workflow processes where necessaryPartner with marketing on communication planning including lifecycle marketing, targeted customer communications, and thought leadership campaignsIdentify cross-sell/up-sell opportunities for sales organization
Implementation Scoping (as assigned)
Advise sales team in establishing contract terms and pricing for the solutionCollaborate with sales team in reviewing and finalizing implementation scopes during select, active sales opportunitiesProvide feedback, as needed, on Implementation scopes and milestones to ensure that timelines are appropriate and strategies will be effective to achieve desired resultsOn-going supportSupport customer with ad-hoc advisory and utilization support
Other RELATED DutiesEstablish positive, collaborative relationships with customer representatives even under difficult or escalated circumstances.Act and communicate professionally as a representative of the CE teamRespond quickly and appropriately to customer questions, needs and requests and coordinate resources to meet those needsPerforms other duties as assigned by supervisor.
Job QualificationsEducation: Bachelor’s degree required, Business/Health Administration preferred. Advanced degree or equivalent experience recommended.
Experience:4-7 years experience working with healthcare systems, preferably in a project manager or IT liaison function (Product Management, Informatics, Business Analytics, etc)
Other Knowledge, Skills, Abilities or Certifications:Strong customer relationship-building skillsUnderstanding of clinical environments and workflows - background in government health systems is idealKnowledge of Electronic Health Record (EHR) systems and general understanding of health technologyExcellent project management skills to track large, complex software implementations across multiple customer sitesData-oriented, consultative approach to promote product utilization with customersProven ability to quickly establish rapport with all level of personnel up to and including C-suite executivesSuperb presentation, oral and written communication skills
Travel Requirements:
30% - 40% travel
Physical Demands:
Normal office environment.
The above statements are intended to describe the general nature and level of work being performed by most people assigned to this job. They are not intended to be an exhaustive list of all duties and responsibilities and requirements.
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