LOCATION: Remote U.S.
OVERVIEW
You will lead a regionally focused Customer Success team to manage the utilization customer life cycle across the Clinical Effectiveness product portfolio.
You will spearhead efforts related to access planning, ongoing support, training and onboarding and accelerators including reporting discussions and communication planning. You will drive the development of ambitious and achievable project plans, challenge our collective thinking about the most effective ways to deploy the product portfolio, ensure strategic customer relationships are established and strengthened, implementation projects are well-managed, communication plans are effectively designed and executed, and ongoing performance is managed.
You are responsible for ongoing assessment of customer health, conducting account reviews to set priorities, and partners with the Sales Directors to ensure that customer needs are identified and satisfied, that expectations are met and exceeded and that renewals are achieved. You will be a leader in the department and a driver of its management and team development.
You will report to the Director, Customer Success.
DUTIES
Customer Relationship Management
Partner with Sales Director in determining strategies and approaches for maintaining the health and well-being of the customer base
Conduct periodic executive updates/business reviews in collaboration with Sales Director
Enable team members to act as CE liaisons for customer executive leadership as it relates to project planning, execution, implementation and utilization efforts and serve as part of an escalation path for project plan related issues or questions
Assess portfolio health and prioritize efforts for maintenance and improvement
Share best practices and encourage their adoption
Managing People
Manage regional team to develop and execute effective client plans, communications, and relationships
Clearly articulate expectations hold direct reports 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)
Develop and deploy appropriate training to address development needs
Continuously monitor and balance team member workload
Implementation and project planning
Oversee the development and execution of comprehensive customer project plans, including implementation and optimization activities. This includes ensuring the coordinated execution of tasks across a multi-disciplinary team (Systems Implementation, Customer Support, Enterprise Support, Research & Analytics, Lifecycle Marketing, etc.) and for a variety of activities (access planning, configuration and execution; training & onboarding; communication plans & digital programs; reporting, etc.)
Understand and uncover trends in customer needs, initiatives, and deployment opportunities to develop and align best practices with prioritized project plans for portfolio
Assess internal resource needs and requirements for efficient and effective implementation
Provide input and feedback on the effectiveness of client project plans, including implementation and optimization activities,
Assess internal resource needs and requirements for efficient and effective implementation
Track and review implementation project plan, including risk identification, gap assessment, and escalation
Report on progress and effectiveness of plans to client leadership and internal stakeholders
Direct Regional Team in executing supporting implementation activities, including workflow design, customer configuration, branding & tailoring, and customer training
Ongoing Utilization Management
Oversee portfolio utilization and product performance
Analyze portfolio utilization patterns to identify areas of risk, opportunity and need
Partner with marketing on communication planning including lifecycle marketing, targeted customer communications, and thought leadership campaigns
Identify cross-sell/up-sell opportunities for sales organization
Implementation Scoping
Advise sales team in establishing contract terms and pricing for the solution
Partner with Sales Director in reviewing and finalizing implementation scope during select active sales opportunities
Provide feedback on Implementation scopes and milestones to ensure that timelines are appropriate and strategies will be effective to achieve desired results
Establish positive, collaborative relationships with customer representatives even under difficult or escalated circumstances.
Act and communicate professionally as a representative of the CE team.
Respond quickly and appropriately to customer questions, needs and requests and coordinate resources to meet those needs
QUALIFICATIONS
Education: bachelor's degree required; Business/Health Administration preferred. Advanced degree or equivalent experience recommended.
Experience:
6+ years direct healthcare provider experience, preferably in a project manager or IT function
Prior experience managing people
Excellent project management skills to track large, complex software implementations across multiple customer sites
Data-oriented, consultative approach to promote product utilization with customers
Proven ability to quickly establish rapport with all level of personnel up to and including C-suite executives
Superb presentation, oral and written communication skills
Understanding of clinical environments and workflows
TRAVEL: ~30-40% travel for conferences, customer meetings, or internal meetings
#LI-Remote
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.
