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.Product(s) you'll be supporting : UpToDate® Patient EngagementRegion : EastThis is an individual contributor positionBasic FunctionWolters 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 responsibilitiesThe Senior 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 oversight in product implementation, ongoing utilization, and assisting in customer relationship management. They assist & execute on the strategy development, approach, 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.
Client Management & Relationship Building: The Sr. CSS has in-depth knowledge of key business drivers and builds knowledge of the company, processes, and customers.
Stakeholders
Sr. CSS should develop strong working relationships with Project Liaison and be able consult Project Liaison on best practices, implementation activities and gaining leadership support.
Sr. CSS explains difficult or sensitive information; works to build consensus
Sr. CSS will take an active role in planning, scheduling, and executing onsite client meetings
Sr. CSS should be aware of executive stakeholders, including contract holders and can develop key communications to keep stakeholders updated
In conjunction with Account Executive & Engagement Manager, Sr. CSS will be responsible for planning and conducting Executive Kick-Off with new customer accounts
Depending on the customer, CSS may have regular communication with executive stakeholders and can be nimble in tailoring their communication or presentations to the executive audience
Sr. CSS should develop relationships with various implementation leads including service line leaders, managers, department heads, physicians, nurses, and front-end users and should leverage these leads to seek out new implementation opportunity
Sr. CSS is an expert in navigating common customer pushback and can overcome barriers to implementation
CSS Explains complex information to others in straightforward situations
Judgement
Sr. CSS should be aware of customer health and provide input to changes in customer health to AE, EM, or SRM.
Sr. CSS should be able to identify and escalate any customer concerns and take initial steps to overcome them
Sr. CSS solves complex problems; exercises judgment based on the analysis of multiple sources of information
Account Management & Planning: Sr. CSS should be able to utilize all account management systems across CE and should be able to recommend opportunities for process improvement.
Sr. CSS should regularly leverage PSA reporting as part of customer conversations and should actively pull PSA related reports to understand timelines, resourcing, and trends
Sr. CSS will Partner internally with various teams on communication planning including lifecycle marketing, targeted customer communications, and thought leadership campaigns
Sr. CSS will leverage Account Management Systems to ensure 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.)
In conjunction with the Implementation team, Sr. CSS will be responsible for identifying & guiding new customer implementation strategy
Sr. CSS will be responsible for planning and leading business reviews for assigned client accounts
Sr. CSS should be able to identify outcomes analyses pertinent to client
Sr. CSS should be able to guide colleagues in supporting internal and external data inquiries
Sr. CSS should support the ongoing account planning with the Account Executive, Senior Regional Manager, and Engagement Manager.
Reporting Systems: Sr. CSS leverages data to solve complex problems and exercises judgement based on the analysis of multiple sources of information.
Sr. CSS explains complicated data and works to build consensus on next steps
Sr. CSS regularly seeks data analysis opportunities to tie CE Product utilization to customer outcomes
Sr. CSS extracts data across all reporting systems and uses data visualization techniques to tell a positive story
Sr. CSS should have a high-level understanding of internal reports (AM, Client Status, Gap Analysis) and should regularly leverage these reports to monitory customer health
Sr. CSS should be able to guide colleagues in supporting internal and external data inquiries
Project Plan Management: Sr. CSS has in-depth conceptual and practical knowledge in primary job family and basic knowledge of related job families. Works independently, receives minimal guidance; leads projects and has accountability for ongoing customer activities.
Products
Sr. CSS has in-depth knowledge of all CE products and is aware of the competition and market differentiators
Workflow & Industry Knowledge
Sr. CSS supports overall account strategy through new opportunity identification, additional optimizations, and supporting heatmapping development.
Sr. CSS should be comfortable promoting standard and flexible CE product workflows with clients such as complex integration and automation projects as well as less common service lines
Sr. CSS will be responsible for project planning, in conjunction with Customer Success Manager (report internally and externally on updates, identify implementation gaps, present implementation opportunities to customer)
Sr. CSS may serve as a resource to colleagues when it comes to understanding how CE Products fits within the healthcare landscape & customer strategy opportunities
Sr. CSS can identify, understand, and uncover client needs, initiatives, and deployment opportunities based on knowledge of government programs and quality initiatives
Sr. CSS can explain CE product alignment with major healthcare models
Sr. CSS stays on top of healthcare trends and seeks out opportunities to partner with customers on innovation and alignment
Technical Expertise: Technical Integrations
Sr. CSS should be able to present integration options to customers, i.e. batch automation, EMR integration, Member Access and should be able to navigate common technical questions related to each, by leveraging knowledge of customer to make recommendations.
Sr. CSS can seek out new and innovative integration opportunities across various customer platforms and pursue customer conversations to discuss.
Sr. CSS should be able to communicate the value of various integration options as well as explain the technical lift
Sr. CSS should leverage various internal reports to identify, escalate, and resolve technical issues
Sr. CSS should navigate and coordinate amongst various internal teams including SI, App Support, Engineering, and others
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 QualificationsEducation: Bachelor’s degree required, Business Health Administration preferred. Advanced degree or equivalent recommended.Experience:
2+ years account management experience (within healthcare space, preferred)
Detail-oriented with excellent time-management skills and ability to manage multiple priorities at once
Data-oriented, consultative approach to promote product utilization with customers
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
Excellent project management skills to track large, complex software implementations across multiple customer sites
Other Knowledge, Skills, Abilities or Certifications:
Understanding of clinical environment and workflows, strongly preferred
Exposure to EHR systems, strongly preferred
Knowledge of Salesforce CRM
Travel requirements30% domestic travelPhysical DemandsNormal 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.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.