Customer Success Specialist
Company: Wolters Kluwer
Location: Baton Rouge
Posted on: April 8, 2021
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Job Description:
Responsible for a variety of tasks associated with implementing
and supporting customers. Work closely with client and internal
resources to interpret client needs and ensure our product meets
their needs. Keep client informed of project status; evaluate
feasibility, analyze the available options, plan, schedule and
control activities to fulfill identified client objectives,
applying knowledge of client's business, technical
capabilities/issues, and technology effectively. **_Essential
Duties and responsibilities:_** The Customer Success Specialist is
a key contributor within a multifunctional team to drive success
and meaningful utilization of the CE product suite at customer
sites. He/She is responsible for product implementation and ongoing
utilization. They execute on the approach, deployment, and
performance optimization efforts under the direction of Customer
Success Management and Sales to ensure that customer needs are
identified and satisfied, that expectations are met and exceeded
and that renewals are achieved. Implementation and Project Planning
+ Develop effective plans for customer deployments and utilization
with identified milestones and goals, 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 client needs, initiatives, and
deployment opportunities to develop and align prioritized project
plans for assigned accounts with identified milestones and goals.
Provide input and feedback on the effectiveness of client project
plans, including implementation and optimization activities, to
proactively adjust plans with client project leads to allow for
proper execution and successful deployment. + Track/review
implementation and utilization project plans, including risk
identification, gap assessment, and escalation + Report on progress
and effectiveness of plans to client leadership and internal
stakeholders + Oversee the workflow design and product
configuration, including customer branding & tailoring + Conduct
customer trainings and onboarding activities + Where appropriate,
coordinate with Engagement Manager to execute supporting
implementation activities Utilization Management Oversee customer
utilization and product performance Analyze customer utilization
patterns to identify areas of risk, opportunity and need Conduct
utilization reviews with customer providing insight to utilization
and making recommendations for improvement Work with clients to
re-engineer workflow processes where necessary Partner internally
on communication planning including lifecycle marketing, targeted
customer communications, and thought leadership campaigns Identify
cross-sell/up-sell opportunities for sales organization Client
Relationship Management + Collaborate across internal teams in
efforts to maintain the health and well-being of assigned accounts,
effectively managing client expectations, and supporting success
and renewal + Share best practices with customers and encourage
their adoption + Interview and shadow customers to design
workflows, trainings, and deployment plans to meet unique customer
needs and position CE positively + Present findings both internally
and externally to win support for process and performance
improvement plans related to customer success + Work with customers
to set utilization goals and benchmark success, leveraging tools
(reports, case studies, client references, etc.) to win and
maintain customer support On-going support Support customer with
ad-hoc advisory and utilization support Establish positive,
collaborative relationships with client representatives even under
difficult or escalated circumstances Act and communicate
professionally as a representative of the CE Respond quickly and
appropriately to customer questions, needs, and requests and
coordinate resources to meet those needs Track and document project
plans, status, and progress **_Job Qualifications_** + Education:
Bachelor's degree required; Business Health Administration
preferred. Advanced degree or equivalent recommended.
**_Experience:_** + Direct healthcare provider experience,
preferably in a project manager or IT function + Excellent project
management skills to track large, complex software implementations
across multiple customer sites + Understanding of clinical
environment and workflows + 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 **_Travel Requirements_** + -30-40%
travel 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.
Keywords: Wolters Kluwer, Baton Rouge , Customer Success Specialist, Other , Baton Rouge, Louisiana
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