Senior Customer Success Specialist

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 Engagement

Region: East

*This is an individual contributor position

Basic Function

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 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 ne