Wolters Kluwer Sr Strategic Account Manager in Atlanta, Georgia

Clinical Software Solutions (CSS), a part of Wolters Kluwer Health, a division of Wolters Kluwer, develops and sells drug and medical information tools that are integrated into the pharmacy, hospital, insurer or healthcare vendor's information systems, or used as stand-alone products. From diagnosis to documentation, our clinician-designed software solutions deliver best practices, clinical evidence and workflow tools to advance the practice of evidence-based medicine. Built upon industry-leading informatics technologies and backed by award-winning customer service, our solutions integrate seamlessly into CPOE and EMR systems and deliver point of care solutions that clinicians embrace.

With more than 200 years of medical publishing experience, a team of clinical experts, best-in-class brands and a network of more than 100 in-house clinicians partnering with over 4,000 of the world's top physician specialists, Wolters Kluwer Health's Clinical Software Solutions group leverages the industry's most trusted clinical content, advanced clinical decision support, and deep clinical and informatics expertise, to drive better outcomes and accelerate a return on investment from healthcare IT investments.

We are searching for a Senior Strategic Account Manager to join our team. This position is remote and can be located in any state.

The Senior Strategic Account Manager for Wolters Kluwer (WK) Pharmacy OneSource is a player/coach role that is accountable for retention of strategic healthcare clients and management of an Account Management Team. The Strategic Account Manager will build client relationships at the executive level and will demonstrate the value of our standalone clinical surveillance system. Working in close partnership with a Customer Success Manager or Account Manager to develop and execute a retention and/or expansion strategy for each assigned account. In addition, the Senior Strategic Account Manager will supervise two Account Managers to drive ongoing management and maintenance of customer relationships and drives to 100% product retention and achievement of new revenue targets.

Essential Duties and responsibilities

  • Develops and executes a strategy to retain revenue within existing accounts where competitive threats exist.

  • Establishes executive-level, trusted advisor relationships with hospitals and health systems.

  • Gains a deep understanding of the assigned accounts and maps account and decision makers to effectively execute on retention strategy.

  • Maintains accurate forecasts and provides management with regular updates related to retention and opportunities within assigned accounts.

  • Maintains extensive knowledge of competition and how to effectively compete against them at an executive level in the healthcare organization.

  • Acts with a sense of urgency to drive and close renewal opportunities.

  • Coach Account Managers to demonstrate product expertise/experience by probing for client needs and recommending incremental professional services engagements such as new clinical initiative development, metrics development, incremental training and re-implementations

  • Coach Account Managers to meet and exceed assigned revenue targets

  • Drive customer satisfaction, product utilization, and revenue growth to meet or exceed company goals

  • Provide mentorship and coaching to direct reports and provide guidance on complicated customer issue resolution

  • Manage the process to measure and monitor achievement of Account Management goals and metrics for team

  • Responsible for all aspects of performance management and employee development, including hiring/onboarding, for team of Account Managers

  • Serve as a point of escalation for customer concerns and issues

  • Ensure customer expectations and obligations are fulfilled by driving effective working relationships cross-functionally, in particular with the sales, implementation, marketing/product management and product support teams

  • Collaborate with other department leaders and internal teams to establish and implement innovative strategies and programs to improve the customer experience

  • Support and enforce the use of established processes and tools within the Account Management and Customer Success Group

  • Ensure Customer Success Plans are developed and executed to ensure the achievement of customer clinical and ROI objectives and ultimately ensure the renewal of client product subscriptions

  • Ensure the timely delivery and documentation of the Customer Success Model elements

  • Measure and monitor AM compliance against required deliverables, deliverables plan, account strategic / action plans

  • Report and update the business on customer issues and provide closed loop feedback to customers

  • Leverage and facilitate timely distribution of internal and external client performance reports

  • Seek to continuously enhance knowledge of Pharmacy OneSource products and develop a working knowledge of complementary and competitive products and services

  • Partners with Marketing to understand the competitive landscape and develops talking points and polished responses to competitive threats including EMR vendors.

  • Employs a customer-focused, action-orientated approach to achieve a high level of customer satisfaction.

  • Works in a team environment to support the success of all team members.

  • Gathers and creates best practices for implementing and using our products to be disseminated to customers through content, conversations and presentations.

  • Represents Wolters Kluwer within the industry by developing and maintaining comprehensive knowledge of Wolters Kluwer products, industry trends and general business and financial acumen through various sources and initiatives.

  • Leverages the Wolters Kluwer Health product portfolio and existing relationships as part of a comprehensive renewal strategy.

Other Duties

  • Proactively pursue professional development activities (e.g., attending seminars, reviewing professional publications, establishing personal networks).

  • Manage time and company resources appropriately.

  • Performs other duties as assigned by Vice President of Sales and Account Management

  • Up to 50% out of state travel may be required.

Education

  • Bachelor degree or equivalent experience

  • Advanced degree preferred

Experience

  • 5 - 10 years of successful technology-driven solution sales experience in the Healthcare industry

Including:

  • Minimum of 5 years' experience managing large Healthcare accounts.

  • Knowledge of Epic, preferred

  • Clinical background strongly preferred

  • Health Care industry experience required

  • Successful track record of selling to C-suite executives in a complex B2B environment

  • Experience utilizing Customer Relationship Management software (e.g., SalesForce.com)

  • Ability to create executive-level content and detailed presentations

  • Demonstrable results managing large opportunities

  • Excellent oral and written communication skills that demonstrate professionalism and ability to maintain confidentiality (documents, emails and conversations)

  • Technical proficiency in MS Word, Excel, Outlook, and PowerPoint; advanced/expert level preferred

  • Developing and executing strategic account/customer plans

  • Analyzing metrics

  • Calculating and analyzing ROI

  • Providing consultative services to clients

  • Forecasting and strategic planning

Other Knowledge, Skills, and Abilities:

  • Strong account management and sales abilities

  • Demonstrated sophisticated level of business and financial acumen

  • Ability to balance the needs of the customer needs/wants with the overall profitability of the business

  • Ability to identify problems and implement or recommend solutions

  • Demonstrates successful sales attributes including resiliency, persistence, adaptability, results-driven, engaging others, teamwork, and perseverance in the face of competitive pressure or conflict.

  • Forecasting and planning skills

  • Use good judgment within scope of authority

  • Understanding of solutions selling methodology

  • Excellent organizational and prioritization skills

  • Ability to make difficult, and sometimes unpopular, decisions and communicate professionally

  • Strong attention to detail

About Wolters Kluwer

Wolters Kluwer N.V. (AEX: WKL) is a global leader in information services and solutions for professionals in the health, tax and accounting, risk and compliance, finance and legal sectors. We help our customers make critical decisions every day by providing expert solutions that combine deep domain knowledge with specialized technology and services.

Wolters Kluwer reported 2017 annual revenues of €4.4 billion. The company, headquartered in Alphen aan den Rijn, the Netherlands, serves customers in over 180 countries, maintains operations in over 40 countries and employs 19,000 people worldwide. Wolters Kluwer shares are listed on Euronext Amsterdam (WKL) and are included in the AEX and Euronext 100 indices.

For more information about our solutions and organization, visit www.wolterskluwer.com, follow us on Twitter, Facebook, LinkedIn, and YouTube.

EQUAL EMPLOYMENT OPPORTUNITY

Wolters Kluwer U. S. Corporation 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 protected veteran status.

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