Customer Success Manager - Healthcare

Wolters Kluwer • Chicago, IL

1d • $98,500 - $172,700 • Hybrid

About The 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 workflow to cope with changing regulatory payment pressures while striving to deliver high quality and effective care. The Customer Success Engagement Manager plays a high-impact role in managing strategy and product utilization across the CE product portfolio. They serve as a trusted advisor for our largest and most strategic accounts and are responsible for optimizing customer outcomes to ensure alignment with the client’s clinical, operational, and strategic goals. They ensure strategic customer relationships are established and strengthened, drive product adoption and ensure utilization goals are achieved to maximize value realization, implementation projects are well-managed, communication plans are effectively designed and executed and ongoing performance is managed. They work directly with 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, 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 improvement Work with customers to re-engineer workflow processes where necessary Partner with marketing on communication planning including lifecycle marketing, targeted customer communications, and thought leadership campaigns Identify cross-sell/up-sell opportunities for sales organization Implementation Scoping (as assigned) Advise sales team in establishing contract terms and pricing for the solution Collaborate with sales team in reviewing and finalizing implementation scopes during select, active sales opportunities Provide feedback, as needed, on Implementation scopes and milestones to ensure that timelines are appropriate and strategies will be effective to achieve desired results On-going support Support customer with ad-hoc advisory and utilization support

Requirements

• Bachelor’s degree required, Business/Health Administration preferred. Advanced degree or equivalent experience recommended.
• 5+ years of experience in Saas-based customer success role, with a focus on strategic or enterprise-level customer engagement and value realization. Must have experience owning a book of business.
• Deep understanding of the healthcare industry, including clinical environments and workflows, medical devices, and healthcare regulations.
• Comprehensive awareness of challenges faced by healthcare organizations, such as patient outcomes, compliance, and cost pressures
• Must remain current on trends, regulatory changes, and innovations in the industry
• Must act as a thought leader by sharing insights, whitepapers, and case studies with strategic accounts
• In-depth knowledge of clinical decision support (CDS) products and awareness of the competition and market differentiators
• Excellent project management skills to track large, complex software implementations across multiple customer sites
• Familiarity with customer success platforms and CRMs
• 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 to effectively engage with C-level executives and cross- functional teams

Responsibilities

• 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
• 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, 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.
• 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 including lifecycle marketing, targeted customer communications, and thought leadership campaigns
• Identify cross-sell/up-sell opportunities for sales organization
• Advise sales team in establishing contract terms and pricing for the solution
• Collaborate with sales team in reviewing and finalizing implementation scopes during select, active sales opportunities
• Provide feedback, as needed, on Implementation scopes and milestones to ensure that timelines are appropriate and strategies will be effective to achieve desired results
• Support customer with ad-hoc advisory and utilization support
• Establish positive, collaborative relationships with customer 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
• Performs other duties as assigned by supervisor

Benefits

• Wolters Kluwer offers a wide variety of competitive benefits and programs to help meet your needs and balance your work and personal life, including but not limited to: Medical, Dental, & Vision Plans, 401(k), FSA/HSA, Commuter Benefits, Tuition Assistance Plan, Vacation and Sick Time, and Paid Parental Leave.
• Full details of our benefits are available upon request.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 101-250 employees