Customer Success Manager - Healthcare

Location
: this is a hybrid position open to US based applicants within 50 miles of a Wolters Kluwer office.

Product(s) you'll be supporting
:
Up To Date ® and other Healthcare SaaS products.

Region
:
Central/Midwest.

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 customers providing insight to utilization and making…