Customer Success Manager - Engagement Manager (Healthcare) page is loaded Customer Success Manager - Engagement Manager (Healthcare) Apply locations USA-WI-Remote time type Full time posted on Posted 3 Days Ago job requisition id R0041037 LOCATION: Remote U.S. locations; preferred East Coast and Midwest time zonesOVERVIEWYou will play a lead role in managing and driving our customers product utilization across the Clinical Effectiveness (CE) product portfolio. You will act as the lead Customer Success representative for our largest and most strategic accounts and will be responsible for ensuring the smooth implementation and effective roll-out of CE products. You will 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. You will 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, you will contribute to the development of both internal and external best practices and strategies, participate in training and onboarding, and mentor teammates in their growth and development. You will report to the Manager, Customer Success. The territory will be clients in the Midwest.RESPONSIBILITIESCustomer 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 renewalEnable 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 questionsComplete executive planning sessions for assigned customer accounts under the direction of, and in collaboration with, senior management and SalesShare best practices and encourage their adoptionInterview and shadow customers to design workflows, trainings and deployment plans to meet unique customer needs and position CE positivelyPresent findings both internally and externally to win support for process and performance improvement plans related to customer successWork with customers to set utilization goals and benchmark success, leveraging tools (reports, case studies, client references, etc.) to win and maintain customer supportImplementation and Project ManagementDevelop 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 accountsLead 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 implementationTrack and review implementation project plan, including risk identification, gap assessment, and escalationReport on progress and effectiveness of plans to customer leadership team members, triggering escalation paths, and creating remediation strategies when necessaryDirect Customer Success Specialists in building and supporting implementation activities, including workflow design, customer configuration, branding and tailoring, and customer trainingEnsure 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 performanceAnalyze customer utilization patterns to identify areas of risk, opportunity and needConduct utilization reviews with customer providing insight to utilization and making recommendations for improvementWork with customers to re-engineer workflow processesPartner with marketing on communication planning including lifecycle marketing, targeted customer communications, and thought leadership campaignsIdentify cross-sell/up-sell opportunities for sales organizationImplementation Scoping (as assigned) Advise sales team in establishing contract terms and pricing for the solutionCollaborate with sales team in reviewing and finalizing implementation scopes during select, active sales opportunitiesProvide feedback, as needed, on Implementation scopes and milestones to ensure that timelines are appropriate and strategies will be effective to achieve desired resultsOn-going support Support customer with ad-hoc advisory and utilization supportAct and communicate professionally as a representative of the CE teamEstablish positive, collaborative relationships with customer representatives even under difficult or escalated circumstances.Communicate as a representative of the CE teamRespond to customer questions, needs and requests and coordinate resources to meet those needsQUALIFICATIONSEducation: Bachelors degree required, Business/Health Administration preferred. Advanced degree or equivalent experience.Experience: 4 years direct healthcare provider experience, preferably in a project manager or IT function; or related experienceExcellent project management skills to track complex software implementations across multiple customer sitesData-oriented, consultative approach to promote product utilization with customersAbility to quickly establish rapport with all levels of personnel up to and including C-suite executivesPresentation, oral and written communication skillsUnderstanding of clinical environments and workflowsTRAVEL: 30% - 40% travel to customer sites#LI-RemoteWolters 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.About Us Wolters Kluwer (AEX: WKL) is a leading global provider of information, software, and services for professionals. We serve customers in more than 180 countries, operating through four divisions: Health; Tax & Accounting; Governance, Risk & Compliance; and Legal & Regulatory. The Company is committed to helping professionals improve the way they do business and solve complex problems with confidence in an ever-changing world.The Power of Purpose Wolters Kluwer reported 2021 annual revenues of 4.8 billion, employs over 19,000 people worldwide and maintains operations in over 40 countries. The company is headquartered in Alphen aan den Rijn, the Netherlands. Wolters Kluwer shares are listed on Euronext Amsterdam (WKL) and are included in the AEX and Euronext 100 indices.Wolters Kluwer and all of its subsidiaries, divisions and customer/business units is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or any other protected status.#J-18808-Ljbffr

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