Customer Success Manager

7 days ago

Chicago, United States Wolters Kluwer Full time

Product(s) you'll be supporting: UpToDate® Patient Engagement

Region: Central/Midwest
- 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 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 Engagement Manager plays a lead role in managing and driving our customer’s product utilization for our UpToDate® Patient Engagement product. Serving as the lead Customer Success representative for our largest and most strategic accounts, this person is responsible for ensuring the smooth implementation and effective roll-out of CE products. They are part of and 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. They 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, 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
- 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 and internal stakeholders, triggering escalation paths and creating remediation strategies when necessary
- Direct Customer Success Specialists in executing supporting implementation activities, including workflow design, customer configuration, branding & 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 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

  • Customer Success Manager

    4 weeks ago

    Chicago, United States Intelliswift Software Inc Full time

    Customer Success Manager $54.37 per hour on W2 Duration - 7 Months Client is reinventing how brands succeed by changing the world through digital experiences. Join us and work with digital marketing leaders and innovators as a trusted executive advisor on how to create scalable, useful personalized customer experiences. We realize that new ideas can come...

  • Customer Success Manager

    3 weeks ago

    Chicago, United States Intelliswift Full time

    Job ID: 24-02720 Customer Success Manager $54.37 per hour on W2 Duration - 7 Months Client is reinventing how brands succeed by changing the world through digital experiences. Join us and work with digital marketing leaders and innovators as a trusted executive advisor on how to create scalable, useful personalized customer experiences. We realize that new...

  • Customer Success Manager

    3 weeks ago

    Chicago, United States Intelliswift Full time

    Job ID: 24-02720 Customer Success Manager $54.37 per hour on W2 Duration - 7 Months Client is reinventing how brands succeed by changing the world through digital experiences. Join us and work with digital marketing leaders and innovators as a trusted executive advisor on how to create scalable, useful personalized customer experiences. We realize that new...

  • Customer Success Manager

    7 days ago

    Chicago, United States Intelliswift Full time

    Job ID: 24-02720 Customer Success Manager $54.37 per hour on W2 Duration - 7 Months Client is reinventing how brands succeed by changing the world through digital experiences. Join us and work with digital marketing leaders and innovators as a trusted executive advisor on how to create scalable, useful personalized customer experiences. We realize that new...

  • Customer Success Manager

    4 days ago

    Chicago, United States Intelliswift Software Inc Full time

    Customer Success Manager $54.37 per hour on W2 Duration - 7 Months Client is reinventing how brands succeed by changing the world through digital experiences. Join us and work with digital marketing leaders and innovators as a trusted executive advisor on how to create scalable, useful personalized customer experiences. We realize that new ideas can come...

  • Customer Success Manager

    3 weeks ago

    Chicago, United States TalentBurst Full time

    Title: Customer Success Manager Location: Chicago, IL Duration: 6 Months Job Description: Duties: The Customer Success Manager will be responsible for customer-facing leadership to evangelize mutual success plans, engagement strategies and frameworks for measurable impact. You will use strong executive presence and have a deep understanding of digital...

  • Customer Success Manager

    3 weeks ago

    Chicago, United States TalentBurst Full time

    Title: Customer Success Manager Location: Chicago, IL Duration: 6 Months Job Description: Duties: The Customer Success Manager will be responsible for customer-facing leadership to evangelize mutual success plans, engagement strategies and frameworks for measurable impact. You will use strong executive presence and have a deep understanding of digital...

  • Customer Success Manager

    3 weeks ago

    Chicago, United States SGA Full time

    Software Guidance & Assistance, Inc., (SGA), is searching for a Sr. Customer Success Manager for a Contract assignment with one of our premier SaaS clients in Chicago, IL . The Manager is also open to 100% Remote! We are hiring a Senior Customer Success Manager to join our Digital Experience Cloud team. To achieve the significant opportunity ahead, the...

  • Customer Success Manager

    3 weeks ago

    Chicago, United States TalentBurst Full time

    Title: Customer Success Manager Location: Chicago, IL Duration: 6+ Months Job Description: Duties: The Customer Success Manager will be responsible for customer-facing leadership to evangelize mutual success plans, engagement strategies and frameworks for measurable impact. You will use strong executive presence and have a deep understanding of digital...

  • Customer Success Manager

    4 weeks ago

    Chicago, United States Cypress HCM Full time

    Job DescriptionJob DescriptionSenior Customer Success ManagerWe have an exciting opportunity for a Senior Customer Success Manager with the top leading multimedia and creative software company in the world. This position will focus on customer-facing leadership to evangelize mutual success plans, engagement strategies and frameworks for measurable impact....

  • Customer Success Manager

    2 weeks ago

    Chicago, United States Cypress HCM Full time

    Job DescriptionJob DescriptionSenior Customer Success ManagerWe have an exciting opportunity for a Senior Customer Success Manager with the top leading multimedia and creative software company in the world. This position will focus on customer-facing leadership to evangelize mutual success plans, engagement strategies and frameworks for measurable impact....

  • Customer Success Manager

    3 weeks ago

    Chicago, United States CADDi Full time

    About Us: At CADDi, we're revitalizing American manufacturing by unlocking the potential of historical drawings and supply chain data. Our product, CADDi Drawer, empowers customers to break the cycle of reinventing the wheel, transforming individual tribal knowledge into valuable company assets. Equipping our clients with Drawer, we're paving the way for a...

  • Customer Success Manager

    4 weeks ago

    Chicago, United States TalentBurst, an Inc 5000 company Full time

    Title: Customer Success ManagerLocation: Chicago, ILDuration: 6 MonthsJob Description:Duties: The Customer Success Manager will be responsible for customer-facing leadership to evangelize mutual success plans, engagement strategies and frameworks for measurable impact. You will use strong executive presence and have a deep understanding of digital marketing,...

  • Customer Success Manager

    4 weeks ago

    Chicago, United States TalentBurst, an Inc 5000 company Full time

    Title: Customer Success ManagerLocation: Chicago, ILDuration: 6 MonthsJob Description:Duties: The Customer Success Manager will be responsible for customer-facing leadership to evangelize mutual success plans, engagement strategies and frameworks for measurable impact. You will use strong executive presence and have a deep understanding of digital marketing,...

  • Customer Success Manager

    4 weeks ago

    Chicago, United States Russell Tobin Full time

    Russell Tobin & Associates is currently seeking a Customer Success Manager, 06 Months Contract role for one of our Fortune 500 clients, at Chicago, IL (Onsite) . Apply today for immediate consideration. Hourly Pay: $49 to $54 W2 Location: Chicago, IL (Onsite) Duration: 06 Months Contract until Feb 2025 Overview: The Customer Success Manager will be...

  • Customer Success Manager

    4 weeks ago

    Chicago, United States TalentBurst, an Inc 5000 company Full time

    Title: Customer Success ManagerLocation: Chicago, ILDuration: 6 MonthsJob Description:Duties: The Customer Success Manager will be responsible for customer-facing leadership to evangelize mutual success plans, engagement strategies and frameworks for measurable impact. You will use strong executive presence and have a deep understanding of digital marketing,...

  • Customer Success Manager

    3 weeks ago

    Chicago, United States Cypress HCM Full time

    We have an exciting opportunity for a Senior Customer Success Manager with the top leading multimedia and creative software company in the world. This position will focus on customer-facing leadership to evangelize mutual success plans, engagement strategies and frameworks for measurable impact. You will use strong executive presence and have a deep...

  • Customer Success Manager

    2 weeks ago

    Chicago, United States AvePoint Full time

    **About AvePoint**: At AvePoint, we are committed to investing in our people. Agility, passion and teamwork set us up to do our best work and foster a culture where you are empowered to craft your career, make an impact, and own (y)our future. Unleash the power of you! **About the role**: AvePoint is excited to provide the opportunity for a Customer Success...

  • Customer Success Manager

    1 month ago

    Chicago, United States AssetWatch, Inc. Full time

    Job Description Job Description AssetWatch serves global manufacturers by powering manufacturing uptime through the delivery of an unparalleled condition monitoring experience, with a passion to care about the assets our customers care for every day. We are a devoted and capable team that includes world-renowned engineers and distinguished business leaders...

  • Customer Success Manager

    4 weeks ago

    Chicago, United States Varite Full time

    Pay Range: $50-54/hr Duties: The Customer Success Manager will be responsible for customer-facing leadership to evangelize mutual success plans, engagement strategies and frameworks for measurable impact. You will use strong executive presence and have a deep understanding of digital marketing, applying diverse sources of information, especially...