Wolters Kluwer Customer Success Manager in Philadelphia, Pennsylvania
To reduce the variability that stands in the way of effective care, Wolters Kluwer Health solutions deliver clarity when and where it matters most. Our trusted medical evidence and technology solutions engage clinicians, patients, students, researchers, and the next generation of healthcare providers to drive more effective decisions and consistent outcomes across the continuum of care. Our proven solutions include learning and research, advanced clinical decision support, patient engagement, surveillance solutions and more. Learn more at www.wolterskluwer.com/health.
OVERVIEW OF THE ROLE
The Customer Success Manager, Lippincott Solutions is responsible for driving the implementation of all Lippincott Solutions products into existing and new accounts, ensuring a smooth customer transition from sale to implementation and assisting with training and rollout, working with reps to drive utilization and customer satisfaction and ensure maximum renewal and retention, and helping to drive new sales and awareness through targeted lead generation programs.
Activities include: maintaining, extending, and sharing knowledge of Lippincott Solutions products, ensuring optimal on-boarding of new customers; driving increased rates of current customer usage and renewal of Lippincott Solutions products, providing exceptional customer service that maintains or increases current customer satisfaction levels; managing a database of customer contracts; working collaboratively with Field Account Executives to coordinate renewals and general leads, and representing Wolters Kluwer within the industry.
This position reports to our Baltimore MD office. Secondary location is Philadelphia PA.
Essential Duties and Responsibilities
Maintains, extends, and shares knowledge of Lippincott Solutions products by attending and engaging fully in any available formal or informal training sessions.
Ensures optimal on-boarding of new customers by coordinating set up between customer service and customer to verify product configuration meets customer's expectations, providing welcome kit and marketing collateral; providing training (e.g., in-person, live meeting, on-line, brain sharks) and coordinating technology integration with technology teams as appropriate.
Drives increased rates of current customer usage and renewal of Lippincott Solutions products by managing customer analytics including regular customer usage tracking, reporting, and analysis using Omniture and creating and presenting a monthly report to management on key metrics.
Support sales growth from new and existing customers by participating in targeted, scheduled lead generation campaigns as directed by Sales Manager. This would include phone calls, email campaigns, and the potential of travel to conferences and exhibits.
Provides exceptional customer service that maintains or increases current customer satisfaction levels by managing the Lippincott Solutions User Group Program; by surveying customers at regular intervals and working collaboratively and directly with customers and internal resources to deliver solutions that exceed customer expectations and minimize customer impacts.
Manages database of customer contracts by converting paper contracts into electronic format. Will work with Account Executives and Sales Manager to track and monitor upcoming renewals to ensure timely communication and coordination of renewal quoting and contracts.
Represents Wolters Kluwer by developing and maintaining comprehensive knowledge of Wolters Kluwer products, industry and technical trends and general business and financial acumen through various sources and initiative; communicating with customers in a compelling and articulate manner in both verbal and written conversations and presentations.
Education: Degree in Business, Marketing or related discipline preferred; OR, if no degree, 3 years of sales support or customer service experience.
Required Experience: minimum 2 years of sales support or customer service experience, including:
Generating, analyzing, and presenting customer usage reports.
Demonstrating proven track record of effective sales and customer service.
Communicating clearly and professionally in person, writing, and by phone.
Previous experience and proficiency hosting web-based meetings using WebEx, Skype for Business, or similar.
Preferred Experience: 3+ years of sales support of customer service experience, including:
Previous experience preparing project plans for customers a plus.
Working in a multiple-division organization assisting with a variety of customers using multiple products.
Familiarity with the healthcare and/or nursing industry and hospital structure.
Familiarity with on-line products and/or technology systems used in Health Care (i.e. Learning Management Systems, E.H.R.'s etc.).
B2B Inside Sales Experience or equivalent Customer Service Experience.
Customer training experience a plus.
Microsoft Office Suite; proficiency with Word, Excel, PowerPoint and Outlook required
Omniture a plus
Salesforce.com experience a plus
Travel: 10 - 20%, primarily domestic
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.
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.
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 (495) 4771.
Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled