Wolters Kluwer
Manager, Customer Success – Healthcare Regional Customer Success Manager
Wolters Kluwer, Chicago, Illinois, United States,
LOCATION:
Remote U.S.
OVERVIEW
You will lead a regionally focused Customer Success team to manage the utilization customer life cycle across the Clinical Effectiveness product portfolio.You will spearhead efforts related to access planning, ongoing support, training and onboarding, and accelerators including reporting discussions and communication planning. You will drive the development of ambitious and achievable project plans, challenge our collective thinking about the most effective ways to deploy the product portfolio, 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.You are responsible for ongoing assessment of customer health, conducting account reviews to set priorities, and partnering with the Sales Directors to ensure that customer needs are identified and satisfied, that expectations are met and exceeded, and that renewals are achieved. You will be a leader in the department and a driver of its management and team development.You will report to the Director, Customer Success.DUTIES
Customer Relationship Management
Partner with Sales Director in determining strategies and approaches for maintaining the health and well-being of the customer base.Conduct periodic executive updates/business reviews in collaboration with Sales Director.Enable 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 questions.Assess portfolio health and prioritize efforts for maintenance and improvement.Share best practices and encourage their adoption.
Managing People
Manage regional team to develop and execute effective client plans, communications, and relationships.Clearly articulate expectations and hold direct reports accountable for meeting (and exceeding) those expectations.Provide regular, consistent, direct, and constructive feedback to team members.Seek success and challenge team members to do the same.Celebrate successes and motivate your team to exceed expectations.Analyze current performance and team member competency development needs (particularly around Communication, Judgment, and Planning and Execution) and skills (particularly Communication and Project Plans).Develop and deploy appropriate training to address development needs.Continuously monitor and balance team member workload.
Implementation and Project Planning
Oversee 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.).Understand and uncover trends in customer needs, initiatives, and deployment opportunities to develop and align best practices with prioritized project plans for the portfolio.Assess internal resource needs and requirements for efficient and effective implementation.Provide input and feedback on the effectiveness of client project plans, including implementation and optimization activities.Track and review implementation project plan, including risk identification, gap assessment, and escalation.Report on progress and effectiveness of plans to client leadership and internal stakeholders.Direct Regional Team in executing supporting implementation activities, including workflow design, customer configuration, branding & tailoring, and customer training.
Ongoing Utilization Management
Oversee portfolio utilization and product performance.Analyze portfolio utilization patterns to identify areas of risk, opportunity, and need.Partner with marketing on communication planning including lifecycle marketing, targeted customer communications, and thought leadership campaigns.Identify cross-sell/up-sell opportunities for the sales organization.
Implementation Scoping
Advise sales team in establishing contract terms and pricing for the solution.
Partner with Sales Director in reviewing and finalizing implementation scope during select active sales opportunities.Provide feedback on Implementation scopes and milestones to ensure that timelines are appropriate and strategies will be effective to achieve desired results.Establish positive, collaborative relationships with customer representatives even under difficult or escalated circumstances.Act and communicate professionally as a representative of the CE team.Respond quickly and appropriately to customer questions, needs, and requests and coordinate resources to meet those needs.QUALIFICATIONS
Education: Bachelor’s degree required; Business/Health Administration preferred. Advanced degree or equivalent experience recommended.Experience:6+ years direct healthcare provider experience, preferably in a project manager or IT function.Prior experience managing people.Excellent project management skills to track large, complex software implementations across multiple customer sites.Data-oriented, consultative approach to promote product utilization with customers.Proven ability to quickly establish rapport with all levels of personnel up to and including C-suite executives.Superb presentation, oral, and written communication skills.Understanding of clinical environments and workflows.TRAVEL:
~30-40% travel for conferences, customer meetings, or internal meetings.
#LI-Remote#J-18808-Ljbffr
Remote U.S.
OVERVIEW
You will lead a regionally focused Customer Success team to manage the utilization customer life cycle across the Clinical Effectiveness product portfolio.You will spearhead efforts related to access planning, ongoing support, training and onboarding, and accelerators including reporting discussions and communication planning. You will drive the development of ambitious and achievable project plans, challenge our collective thinking about the most effective ways to deploy the product portfolio, 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.You are responsible for ongoing assessment of customer health, conducting account reviews to set priorities, and partnering with the Sales Directors to ensure that customer needs are identified and satisfied, that expectations are met and exceeded, and that renewals are achieved. You will be a leader in the department and a driver of its management and team development.You will report to the Director, Customer Success.DUTIES
Customer Relationship Management
Partner with Sales Director in determining strategies and approaches for maintaining the health and well-being of the customer base.Conduct periodic executive updates/business reviews in collaboration with Sales Director.Enable 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 questions.Assess portfolio health and prioritize efforts for maintenance and improvement.Share best practices and encourage their adoption.
Managing People
Manage regional team to develop and execute effective client plans, communications, and relationships.Clearly articulate expectations and hold direct reports accountable for meeting (and exceeding) those expectations.Provide regular, consistent, direct, and constructive feedback to team members.Seek success and challenge team members to do the same.Celebrate successes and motivate your team to exceed expectations.Analyze current performance and team member competency development needs (particularly around Communication, Judgment, and Planning and Execution) and skills (particularly Communication and Project Plans).Develop and deploy appropriate training to address development needs.Continuously monitor and balance team member workload.
Implementation and Project Planning
Oversee 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.).Understand and uncover trends in customer needs, initiatives, and deployment opportunities to develop and align best practices with prioritized project plans for the portfolio.Assess internal resource needs and requirements for efficient and effective implementation.Provide input and feedback on the effectiveness of client project plans, including implementation and optimization activities.Track and review implementation project plan, including risk identification, gap assessment, and escalation.Report on progress and effectiveness of plans to client leadership and internal stakeholders.Direct Regional Team in executing supporting implementation activities, including workflow design, customer configuration, branding & tailoring, and customer training.
Ongoing Utilization Management
Oversee portfolio utilization and product performance.Analyze portfolio utilization patterns to identify areas of risk, opportunity, and need.Partner with marketing on communication planning including lifecycle marketing, targeted customer communications, and thought leadership campaigns.Identify cross-sell/up-sell opportunities for the sales organization.
Implementation Scoping
Advise sales team in establishing contract terms and pricing for the solution.
Partner with Sales Director in reviewing and finalizing implementation scope during select active sales opportunities.Provide feedback on Implementation scopes and milestones to ensure that timelines are appropriate and strategies will be effective to achieve desired results.Establish positive, collaborative relationships with customer representatives even under difficult or escalated circumstances.Act and communicate professionally as a representative of the CE team.Respond quickly and appropriately to customer questions, needs, and requests and coordinate resources to meet those needs.QUALIFICATIONS
Education: Bachelor’s degree required; Business/Health Administration preferred. Advanced degree or equivalent experience recommended.Experience:6+ years direct healthcare provider experience, preferably in a project manager or IT function.Prior experience managing people.Excellent project management skills to track large, complex software implementations across multiple customer sites.Data-oriented, consultative approach to promote product utilization with customers.Proven ability to quickly establish rapport with all levels of personnel up to and including C-suite executives.Superb presentation, oral, and written communication skills.Understanding of clinical environments and workflows.TRAVEL:
~30-40% travel for conferences, customer meetings, or internal meetings.
#LI-Remote#J-18808-Ljbffr