Wolters Kluwer Customer Success Specialist in Waltham, Massachusetts
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 US/CAN Customer Success Specialist plays an invaluable role within the USCAN sales organization, working closely with the Sales Directors and Account Managers, to deliver strategically designed training and implementation roll out plans, based on client size, structure, and unique needs. Reporting into the Manager of USCAN Customer Success, this role will also work closely with the Strategic Account and Sales Management Teams, to achieve customer success through increasing user adoption and utilization of UpToDate (UTD) and Lexicomp (LCO) within customer hospitals and healthcare facilities.
We are currently searching for a Customer Success Specialist. This position will ideally be based in our office in Waltham, MA, but can also consider highly qualified candidates to work remotely.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Design effective product training and awareness strategies and plan the roll out to targeted accounts, to include clinical departments within hospital and academic institutions.
Deliver remote training to end users within accounts to drive utilization and adoption of UTD and LCO.
Develop, and strengthen relationships with multiple key contacts and influencers who can support, promote, and coordinate UpToDate and Lexicomp training within each account.
Collaborate with the Sales team to support the successful acquisition and renewal of accounts through ongoing training activities.
Provide account feedback and market data to the sales, marketing and product teams.
Identify and creatively address access challenges and problem-solve potential resistance to training by end users.
Mentor new hires to support them in achieving Product Demo certification.
Maintain accurate account and training activity reports for department month end reporting.
Identify and recruit certified trainers within customer sites who are charged with training end users within their organization.
Performs other duties as assigned.
- BS/BA Degree or equivalent experience.
Required Experience and Skills:
3+ years' experience in sales or product training, preferably in the healthcare industry, including:
Previous experience conducting WebEx meetings and presentations
Excellent Microsoft skills using Word, Excel and PowerPoint, as well as a general understanding of a CRM system (Salesforce.com, SalesLogix or similar)
Fluent in English (written, reading and spoken)
Preferred Knowledge, Skills and Abilities:
Excellent communication and presentation skills
Self-starter, highly organized with ability to prioritize work/travel efficiently and effectively
Strong technical aptitude and ability to use remote webinar technologies
A team player and able to work independently when needed
- 5%, some occasional travel required
- Normal office environment.
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 (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.
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