Wolters Kluwer Customer Success Specialist 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 Experience Product team is focused on developing strategies, managing projects, gathering feedback and building best practices for our specialized Emmi products throughout our client organizations.

As part of this team, the Client Services Product Specialist works collaboratively with internal and external client teams to maximize the use of EmmiPrevent and other IVR technologies to help meet business needs and support population health strategic initiatives. This role is responsible for effectively and efficiently managing all aspects of EmmiPrevent projects for assigned clients, including but not limited to: development of project plans, coordination of campaign scope and design, workflow analysis, technical set up and testing for identified campaigns, launch and monitoring of campaigns, follow-up, reporting and outcome analysis.

The successful candidate will need to demonstrate the ability to handle multiple tasks with changing priorities and deadlines. This role needs a strong understanding of the market and population health strategies in order to plan, manage, and successfully execute on client projects.

This position is located in our Chicago office and will report to the Client Services Manager.

As a member of the team, the Client Services Product Specialist is a key contributor within a multi-functional team to drive Emmi's success at client sites. The Client Services Product Specialist will deploy the EmmiPrevent product solution that as it has been aligned with clients' strategic goals and initiatives. The Client Services Product Specialist will execute on the approach, deployment, and performance optimization within their assigned clients under the direction of their management.

Client Relationship Management

  • Primary responsibility for an assigned portfolio EmmiPrevent contracts and fulfillment

  • Provide expert domain knowledge to guide clients to product execution

  • Build consensus across teams with client staff and leadership in order to successfully deploy EmmiPrevent Campaigns

  • Work in collaboration with the assigned client team to ensure the highest standard of customer service and communication

  • Provide remote (and occasional on-site) support to customers, customer teams, and affiliates

  • Outcome analysis and reporting, gathering data for case studies and ROI analysis

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

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

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

Project Management

  • Understand client needs, initiatives, and deployment opportunities to develop and align prioritized project plans for assigned accounts with identified milestones and goals.

  • Work collaboratively with a regionally focused Client Services team to implement assigned clients, executing client project plans, and assisting in the prioritization of account activities.

  • Report on progress and effectiveness of plans to client leadership, Regional Teams, Client Services Manager, and escalating to each where appropriate.

  • Effectively use project management software to coordinate project work

  • Coordinate and execute on campaign launches, internally and externally at assigned clients

  • Coordinate internal resources including, technology, production, client services, analytics, and product management for defined client projects

  • Effectively act as liaison between technical and non-technical audiences

  • Create and generate reports for distribution to both internal and client facing stakeholders

  • Seek input to create and prioritize plans effectively.

Product Configuration, Execution, and Optimization

  • Assist with the creation and maintenance of product documentation including, SOPs, best practices, recommendations for enhancements, etc.

  • Assist with the development of internal and external materials for assigned products including case studies, presentations and training guides

  • Develop best practices and workflows based on market input and utilization results

  • Support and provide input to product design, development, documentation, and testing

  • Optimization and on-going projection of client use of assigned products

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.

Experience and Education

  • Bachelor's degree or equivalent experience

  • 2-5 years of experience, preferably within a healthcare environment.

  • Excellent verbal and written communication skills

  • Experience with project planning, execution and on-going management

  • Ability to handle multiple projects/tasks with rapidly changing priorities and deadlines

  • Self-motivator with strong teamwork and interpersonal skills

  • Excellent oral, written and interpersonal communication skills. Must be able to communicate effectively with all levels and prepare effective written documents

  • Proficient skills with MS Word, Outlook, and other software applications in a healthcare setting

  • Very Proficient skills with MS Excel

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.

HIPPA COMPLIANCE

The individual may be exposed to private and confidential information, including personal health information, and is expected to adhere to company policies and all relevant laws regarding handling of such information.

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.

Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled