Wolters Kluwer Account Manager- Bring your client relationship skills to this non-sales role! in Chicago, Illinois

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.

The Client Services team is responsible for working with client staff to ensure that Emmi products are effectively deployed and utilized. By doing so successfully, we hope to provide all patients and their families the opportunity to interact with Emmi programs, and help them become more active participants in their care, and help our clients recognize value and improved outcomes as a result.

We are searching for an Account Manager (Client Relationship Manager) to join our team in Chicago, IL.

Responsibilities

As a member of the team, this person is a key contributor within a multi-functional team to drive Emmi's success at client sites. Account Managers align Emmi's product solutions with clients' strategic goals and initiatives.

The Account Manager will be the owner of the approach, deployment and optimization of their client portfolio. They will drive the development and execution of ambitious and achievable project plans, challenge our collective thinking about the most effective ways to deploy Emmi programs, build collaborative relationships with clients and, ultimately, inspire client teams to actively use Emmi to engage their patients.

Client Relationship Management

  • Maintain the health and well-being of assigned accounts, effectively managing client expectations, to ensure success and renewal.

  • Seek and engage the appropriate influential client stakeholders to ensure Emmi's value propositions are being realized within multiple areas at the client, serving as the Emmi liaison for client executive leadership for their assigned accounts.

  • Establish positive, collaborative relationships with client representatives even under difficult or escalated circumstances.

  • Act and communicate professionally as a representative of the Emmi organization.

  • Respond quickly and appropriately to client questions, needs and requests or coordinating resources to meet those needs.

  • Interview and shadow clients in order to design workflows, trainings and deployment plans to meet unique customer needs and position Emmi positively.

  • Present findings both internally and externally to win support for process and performance improvement plans related to client success.

  • Work with clients to set utilization goals and benchmark success, leveraging tools (reports, case studies, client references, etc.) to win and maintain client support.

  • Monitor and maintain client contracts for renewals, standard integrations, and standard add-on items related to current agreements.

Project Planning, Execution, and Optimization

  • Lead and work collaboratively with a regionally focused Client Services team to manage a subset portfolio of assigned clients, developing and executing client project plans, managing the prioritization of account activities, and supervising contributions from team members.

  • Take a global approach to understand client strategic needs, initiatives, and deployment opportunities to develop and align prioritized project plans for assigned accounts with identified milestones and goals.

  • Provide input and feedback on the effectiveness of client project plans, including implementation and optimization activities, to proactively adjust plans with key client stakeholders according to client goals for assigned accounts.

  • Seek input to create and prioritize plans effectively.

  • Report on progress and effectiveness of plans to client leadership and Regional Managers, executing on escalation beyond regional team to department management as directed.

  • Work with clients to re-engineer workflow processes where necessary.

  • Ensure plan execution by direct contribution and oversight of efforts of team members assigned to accounts, prioritizing efforts and resources for assigned client portfolio.

Managing People

  • Manage assigned Regional Client Services Associates within assigned region to develop and execute effective client plans, communications, and relationships.

  • Clearly articulate expectations to Regional Client Services Associates and hold them accountable for meeting (and exceeding) those expectations.

  • Provide regular, consistent, direct and constructive feedback to team members.

  • Seek success and challenge team members to do the same.

  • Celebrate successes and motivate your team to exceed expectations.

  • Analyze current performance and team member competency development needs (particularly around Communication, Judgment, and Planning and Execution) and skills (particularly Communication and Project Plans).

  • Present/Review Development Plans for Regional Client Services Associates to Regional Manager developing and deploying appropriate training to address development needs.

  • Provide input for Regional Manager's delegation and direction of workload.

Competencies

All team members share a core set of competencies throughout the Client Services department.

Customer Service: Provide the highest level of client service and support through establishing and maintaining positive, collaborative relationships with clients.

  • Communication: Communicate openly and directly with clarity and conviction. Listen to others in order to develop relationships, make decisions and solve problems. Prepare clear, well-organized communications using simple and professional language, adapting content and level of detail to meet other people's needs.

  • Judgment: Analyze issues and make critical decisions. Manage both internal and external client situations by analyzing risks and issues. Diagnose root causes of those challenges, gather and integrate critical information for analysis and detect flaws in reasoning or approaches. Validate escalation needs and escalate issues as appropriate.

  • Teamwork: Work collaboratively and constructively with team members, supporting a positive environment across departments and team functions treating others with respect and kindness. Give direct and constructive feedback to team members always focused on how we can collectively improve client or team performance. Act as a mentor to other team members and set an example for creative thinking/problem-solving, cooperation, accountability and execution. Seek success and challenge team members to do the same.

Success in this role requires not only effective performance in the core competencies and defined above, but also foundational qualities that must be further developed and refined, including:

  • Judgment: In addition to the core competencies for Judgment, the Account Manager should be able to visualize what might or could be when faced with issues and challenges. The ability to think strategically about the complexity of our department and our clients and how each might improve performance should also be evident.

  • Analysis and Critical Thinking: Constructively and critically analyze performance of project plans and team members. Define issues and diagnose problems efficiently. Look actively at areas where we can/should improve and prioritize focus on these areas. Once defined, analyze problems from different points of view and apply accurate logic to solving them.

Leadership: Set a positive, professional and collaborative example. Influence others by presenting compelling cases for your position and garnering support from others. Partner with you manager, sharing responsibility for both of your development. Demonstrate and inspire commitment to growth, persistence and effectiveness

Requirements

  • Bachelor's Degree or equivalent of experience, Business/Health Administration degree, preferred. Advanced degree or equivalent experience recommended.

  • 4-7 years of experience within a healthcare environment, preferred.

  • Understanding of clinical environments and workflows.

  • Experience managing projects within a clinical environment.

  • Excellent oral and written communications skills.

TRAVEL

Up to 30%

PHYSICAL DEMANDS

Normal office environment.

About Wolters Kluwer

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.

INFORMATION

For any assistance with your application for this job opening, please call the HR Source at (888) 495-4772 or email HRSource@WoltersKluwer.com. TTY is also available at 888 (4985) 4771.

The above statements are intended to describe the general nature and level of work being performed by most people assigned to this job. They are not intended to be an exhaustive list of all duties and responsibilities and requirements.

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