Wolters Kluwer Customer Success Manager in Madison, Wisconsin

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.

This position reports to our Madison WI office. We are open to candidates from other locations who are willing to self-relocate.

Overview of the Role

In this role, you will have the opportunity to help your customers win by performing the following:

  • Work proactively with an established customer base to ensure retention of the current relationship and contracts.

  • Proactively prioritize established account base to focus efforts based on perceived risk, potential growth, strategic value, and renewal timeframe.

  • Conduct Business Reviews with customers to demonstrate current health status, ROI, and best practice guidance.

  • Develop and execute a strategy to increase product adoption and engagement with your customers.

  • Secure strong, referenceable, relationships within assigned customer base.

  • Identify and close opportunities for professional services to client base.

Overview of the Role

In this role, you will have the opportunity to help your customers win by performing the following:

  • Work proactively with an established customer base to ensure retention of the current relationship and contracts.

  • Proactively prioritize established account base to focus efforts based on perceived risk, potential growth, strategic value, and renewal timeframe.

  • Conduct Business Reviews with customers to demonstrate current health status, ROI, and best practice guidance.

  • Develop and execute a strategy to increase product adoption and engagement with your customers.

  • Secure strong, referenceable, relationships within assigned customer base.

  • Identify and close opportunities for professional services to client base.

Qualifications

Experience

  • Minimum 3+ experience providing proactive strategic client support/customer service (experience with a SaaS solution a plus), or relevant equivalent experience.

  • Proven track record of securing contract renewals within customer base.

  • 2+ years' experience building relationships and supporting the resolution of complex business issues for customers.

  • Demonstrated ability to quickly establish rapport with all levels of personnel up to and including C-Suite executives.

  • Experience presenting results to senior level executives.

  • Experience identifying opportunities for improvement and implementing best practice solutions.

Other Knowledge, Skills, Abilities or Certifications

  • Excellent account management skills.

  • Ability to manage external and internal business priorities.

  • Motivation to stay current on industry and product trends.

  • Excellent presentation, oral and written communication skills.

  • Proven time management and prioritization skills in a fast-paced environment.

  • Intermediate Microsoft Office Suite skills.

Education: Bachelor's degree preferred or relevant equivalent experience.

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. Wolters Kluwer has a sponsored Level 1 American Depositary Receipt program. The ADRs are traded on the over-the-counter market in the U.S. (WTKWY). For more information about our solutions and organization, visit www.wolterskluwer.com, follow us on Twitter, Facebook, LinkedIn, and YouTube.

HIPAA 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.

EQUAL EMPLOYMENT OPPORTUNITY (EEO)

Wolters Kluwer U. S. Corporation and all of its subsidiaries, divisions, 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.

Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled