Customer Success Manager
4 weeks ago
Location: open to US applicants, with preference to candidates located in commuting-distance to our Chicago, IL office Product(s) you'll be supporting: UpToDate Patient Engagement Region: Central/Midwest This is an individual contributor position Company Overview: 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. 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. 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. 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. Direct Customer Success Specialists in executing supporting implementation activities. 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. Work with customers to re-engineer workflow processes where necessary. Partner with marketing on communication planning. Identify cross-sell/up-sell opportunities for sales organization. Other Related Duties Establish positive, collaborative relationships with customer representatives. Act and communicate professionally as a representative of the CE team. Respond quickly and appropriately to customer questions, needs and requests. Job Qualifications: Education: Bachelor’s degree required, Business/Health Administration preferred. Experience: 4-7 years working with healthcare systems, preferably in a customer success or account management capacity. Understanding of clinical environments and workflows. Experience managing a book of business, strongly preferred. Other Knowledge, Skills, Abilities or Certifications: Strong customer relationship-building skills. Excellent project management skills. Data-oriented, consultative approach to promote product utilization with customers. Superb presentation, oral and written communication skills. Travel Requirements: ~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. #J-18808-Ljbffr
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