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Customer Success Manager - Madison, United States - Wolters Kluwer
Description
LOCATION:
Remote U.S. locations; preferred East Coast and Midwest time zones
OVERVIEW
You will play a lead role in managing and driving our customer's product utilization across the Clinical Effectiveness (CE) product portfolio.
You will act as the lead Customer Success representative for our largest and most strategic accounts and will be responsible for ensuring the smooth implementation and effective roll-out of CE products.
You will 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.
You will 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, you will contribute to the development of both internal and external best practices and strategies, participate in training and onboarding, and mentor teammates in their growth and development.
You will report to the Manager, Customer Success. The territory will be clients in the Midwest.RESPONSIBILITIES
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
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
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 (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 implementation
Track and review implementation project plan, including risk identification, gap assessment, and escalation
Report on progress and effectiveness of plans to customer leadership team members, triggering escalation paths, and creating remediation strategies when necessary
Direct Customer Success Specialists in building and supporting implementation activities, including workflow design, customer configuration, branding and tailoring, and customer training
Ensure plan execution by direct contribution and oversight of assigned team members' efforts, prioritizing efforts and resources for assigned customer portfolio.
Ongoing Utilization ManagementOversee 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 re-engineer workflow processes
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)
Advise sales team in establishing contract terms and pricing for the solution
Collaborate with sales team in reviewing and finalizing implementation scopes during select, 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 ad-hoc advisory and utilization support
Act and communicate professionally as a representative of the CE team
Establish positive, collaborative relationships with customer representatives even under difficult or escalated circumstances.
Communicate as a representative of the CE team
Respond 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.
Experience: 4+ years direct healthcare provider experience, preferably in a project manager or IT function; or related experience
Excellent project management skills to track complex software implementations across multiple customer sites
Data-oriented, consultative approach to promote product utilization with customers
Ability to quickly establish rapport with all levels of personnel up to and including C-suite executives
Presentation, oral and written communication skills
Understanding of clinical environments and workflows
TRAVEL:
30% - 40% travel to customer sites
#LI-Remote
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 workflow to cope with changing regulatory payment pressures while striving to deliver high quality and effective care.
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