Customer Success Specialist - Healthcare

R0037686 Customer Success Specialist - Healthcare Chicago, IL or Remote, U.S. 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 work-flow to cope with changing regulatory payment pressures while striving to deliver high quality and effective care. ESSENTIAL DUTIES AND RESPONSIBILITIES The Customer Success Specialist is a key contributor within a multifunctional team to drive success and meaningful utilization of the CE product suite at customer sites. They are responsible for product implementation and ongoing utilization. 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 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 clients to re-engineer workflow processes where necessary Partner internally on communication planning including lifecycle marketing, targeted customer communications, and thought leadership campaigns Identify cross-sell/up-sell opportunities for sales organization Client Relationship Management 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 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 On-going support Support customer with ad-hoc advisory and utilization support Other Related Duties: Establish positive, collaborative relationships with client 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 Track and document project plans, status and progress Performs other duties as assigned by supervisor. JOB QUALIFICATIONS Education: Bachelor’s degree required, Business Health Administration a plus. Advanced degree or equivalent preferred. Required Experience: Two years of experience (relevant internships can considered), preferably in a project manager or IT function, including: Excellent project management skills to track large, complex software implementations across multiple customer sites Data-oriented, consultative approach to promote product utilization with customers Preferred Knowledge, Skills & Abilities: Direct healthcare industry experience Understanding of clinical environment and workflows Proven ability to quickly establish rapport with all level of personnel up to and including C-suite executives Superb presentation, oral and written communication skills Travel requirements: ~30-40% travel About Us Wolters Kluwer is a global provider of professional information, software solutions, and services for clinicians, nurses, accountants, lawyers, and tax, finance, audit, risk, compliance, and regulatory sectors. For 180 years, Wolters Kluwer has been innovating the way professionals and businesses work. Our employees are at the cornerstone of bringing our vision to life. Our pursuit of excellence coupled with the pride we take in our work, enables our customers to solve their most critical problems. At Wolters Kluwer we encourage you to be your unique self, bring your ideas to life, learn, develop, and thrive. We offer you a world of endless opportunities. Join us and build a brighter future! Wolters Kluwer reported 2022 annual revenues of €5.5 billion. The group serves customers in over 180 countries, maintains operations in over 40 countries, and employs approximately 20,000 people worldwide.  The company is headquartered in Alphen aan den Rijn, the Netherlands.  Wolters Kluwer shares are listed on Euronext Amsterdam (WKL) and are included in the AEX and Euronext 100 indices. For more information about our solutions and organization, visit www.wolterskluwer.com, follow us on Twitter, Facebook, and LinkedIn. Wolters Kluwer 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 any other protected status. GDPR Wolters Kluwer (“we” or “us”) wants to inform you about the ways we process your personal information. In this Privacy & Cookie Notice we explain what personal information we collect, use and disclose. You'll find details related to GDPR and other data privacy policies on our Careers Privacy & Cookies page.