Location: this is a hybrid role open to US applicants located in commuting-distance to one of our health offices - Chicago, IL, Madison, WI, Indianapolis, IN, Waltham, MA, or Philadelphia, PA.

*This is an individual contributor position

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.

ESSENTIAL DUTIES & RESPONSIBILITIES

The Customer Success Manager - National Accounts plays a lead role in managing and driving our customer’s product utilization across the CE product portfolio.  He/she serves as the lead Customer Success representative for our select largest and most strategic accounts that stretch across the United States and within our Government 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 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.).Hold and lead ongoing internal Customer Experience project meetings with departmental stakeholders to ensure all aspects of customer health are reviewed and areas of opportunity are identified and addressed.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.Partner with Research and Analytics to establish customer health dashboard for National and Government Accounts, including, but not limited to: parent/child relationship, access and utilization insights, health markers, etc.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 customers with consistent advisory and utilization support

JOB QUALIFICATIONS

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

Required Experience: 

4+ years experience working with healthcare systems, preferably in a customer success or account management capacityUnderstanding of clinical environments and workflowsExperience managing a book of business, strongly preferred

Other Knowledge, Skills, Abilities or Certifications: 

Excellent 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 levels of personnel up to and including C-suite executivesSuperb presentation, oral and written communication skillsUnderstanding of clinical environments and workflows

Travel requirements

Approximately 30% - 40% travel domestically

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.