Customer Success Manager

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

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 ef