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Wolters Kluwer Customer Success Manager in Des Moines, Iowa

R0025180

Customer Success Manager

Chicago, IL or Remote

The Customer Success Manager plays a lead role in managing and driving our customer’s product utilization across the Clinical Effectiveness (CE) product portfolio. He/she serves as the lead Customer Success representative for our largest and most strategic accounts and is responsible for ensuring the smooth implementation and effective roll-out of CE products. He/she ensures strategic customer relationships are established and strengthened, implementation projects are well-managed, communication plans are effectively designed and executed, and ongoing performance is managed. He/she also works 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 position is responsible for a territory that includes the Western and Midwestern U.S. and will work from a remote home office.**

ESSENTIAL DUTIES & RESPONSIBILITIES

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 renewal

  • 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

  • Complete executive planning sessions for assigned customer accounts under the direction of, and in collaboration with, senior management and Sales

  • Share best practices and encourage their adoption

  • Interview and shadow customers to design workflows, trainings and deployment plans to meet unique customer needs and position CE positively

  • Present findings both internally and externally to win support for process and performance improvement plans related to customer success

  • Work 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 goals

  • Understand and uncover customer needs, initiatives, and deployment opportunities to develop and align prioritized project plans for assigned accounts

  • Lead 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 (Integration/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 implementation

  • Track and review implementation project plan, including risk identification and escalation

  • Report on progress and effectiveness of plans to customer leadership and internal stakeholders, triggering escalation paths and creating remediation strategies when necessary

  • Delegate Customer Success Specialists in executing supporting implementation activities, branding & tailoring, pulling reports, and customer training

Ongoing Utilization Management

  • Oversee customer utilization and product performance

  • Analyze customer utilization patterns to identify areas of risk, opportunity and need

  • Conduct utilization reviews with customer providing insight to utilization and making recommendations for improvement

  • Work with customers to optimize workflow access, customized for each organization and their clinicians’ workflows

  • Partner with marketing on communication planning including lifecycle marketing, targeted customer communications, and thought leadership campaigns

  • Identify cross-sell/up-sell opportunities for sales organization

Implementation Scoping (as assigned)

  • Collaborate with sales team in reviewing and finalizing implementation scopes during active sales opportunities

  • Provide feedback, as needed, on Implementation scopes and milestones to ensure that timelines are appropriate, and strategies will be effective to achieve desired results

On-going support

  • Support customer with consistent advisory and utilization support

Other RELATED Duties

  • Establish positive, collaborative relationships with customer representatives even under difficult or escalated circumstances

  • Act and communicate professionally as a representative of the CE

  • Respond quickly and appropriately to customer questions, needs and requests and coordinate resources to meet those needs

  • Performs other duties as assigned by supervisor

QUALIFICATIONS

Education: Bachelor’s degree in Business/Health Administration, or related preferred, or equivalent experience. Advanced degree or equivalent experience recommended

Required Experience:

  • 4+ years direct healthcare provider experience, preferably in a project manager or IT function, or customer success experience working with large accounts

  • Proficient with MS Office; Word, Excel, PowerPoint and Outlook

Other Knowledge, Skills, Abilities or Certifications:

  • Experience with Salesforce or CRMs a plus

  • 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%, West and Midwest territory primarily, but can be nationwide at times

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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