Customer Success Manager
Chicago, IL

Job Description

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.

CE's mission is to improve care worldwide. To achieve this vision, CE has strived to deeply understand the challenges facing clinicians and provider organizations as they evolve their work-flow to cope with changing regulatory payment pressures while striving to deliver high quality and effective care.

We are searching for a Customer Success Manager to be located in Chicago, IL.

The Customer Success Manager plays a lead role in managing and driving our customer's EmmiPrevent product utilization. They manage a specialized team to work with customers to plan, launch, operationalize EmmiPrevent.

The Customer Success Manager oversees the post-contract activities for EmmiPrevent. They are responsible for effectively managing all aspects of client product delivery including but not limited to scoping and design, workflow analysis, technical setup, implementation/training, follow-up, reporting, and outcome analysis. He/she works directly with regional focused Customer Success Teams to ensure that customer needs are identified and satisfied, that expectations are met and exceeded and that customers understand value delivered through the solution. Internally, this position contributes to the development of both internal and external best practices and strategies, participates in training and onboarding, and mentors teammates in their growth and development.

This includes but is not limited to:

Managing People

* Manage a team of Customer Success Specialists and Customer Success Associates within to develop and execute effective customer plans, communications, and relationships
* Clearly articulate expectations and hold team members 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
* Manage team workloads and priorities while ensuring alignment with customer expectations

Implementation and Project Management

* Oversee the development and execution of comprehensive customer EmmiPrevent project plans. This includes:
* Ensuring the coordinated execution of tasks across a multi-disciplinary team (Technology, Production, Customer Success, Research and Analytics, Systems Implementation, and Customer Support) and for a variety of activities (planning, configuration and launch; training & onboarding; communication plans & reporting, etc.)
* Prioritizing discovery of customer strategic needs, initiatives, and deployment opportunities to develop and align prioritized project plans for assigned accounts with identified milestones and goals
* Track and review implementation project plan, including risk identification, gap assessment, and escalation
* Recommend and assist with the development of internal and external materials for assigned products including case studies, presentations and training guides


* Review customer EmmiPrevent performance analytically, leveraging all available data, to prioritize team efforts and adjust team assignments or plans accordingly. This includes:
* Providing input and feedback on the effectiveness of customer project plans
* Assessing internal resource needs and requirements for efficient and effective campaign launch


* Report on progress and effectiveness of plans to customer leadership and internal stakeholders, triggering escalation paths and creating remediation strategies when necessary
* Ensure plan execution by direct contribution and oversight of efforts of team members assigned to accounts, prioritizing efforts and resources

Ongoing Utilization Management

* Oversee and direct team focus on EmmiPrevent utilization and performance
* Analyze customer utilization patterns to identify areas of risk, opportunity and need
* Oversee the creation and performance of campaign reviews with customers providing insight to utilization and making recommendations for improvement
* Optimize and maintain an on-going projection of client use of EmmiPrevent
* Perform outcome analysis and reporting, gathering data for case studies and ROI analysis
* Work with customers (directly or indirectly) to re-engineer workflow processes where necessary
* Identify EmmiPrevent up-sell opportunities for sales organization and encourage the team's attention to these opportunities

Customer Relationship Management

* Partner with Regional Customer Success Teams in efforts to maintain the health and well-being of assigned accounts, effectively managing customer expectations, and supporting success and renewal
* Serve as part of the escalation path for customers as it relates to EmmiPrevent planning, design, launch, and analysis efforts in assigned accounts for project plan related issues or questions
* Oversee the development of presentations and analyses
* Ensure team members' ability and efforts related to:
* Sharing of best practices and encouraging their adoption by customers
* Helping customers set campaign and target goals and benchmark success, leveraging tools (reports, case studies, customer references, etc.) to win and maintain customer support
* Interviewing and shadowing 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 EmmiPrevent and develop your team to effectively do the same

On-going support

* Support customer with ad-hoc advisory and utilization support

Other Related Duties

* Establish positive, collaborative relationships with customer 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
* Create and maintain product documentation including, SOPs, best practices, recommendations for enhancements
* Support and provide input to product design, development, documentation, and testing
* Performs other duties as assigned by supervisor.

Job Qualifications

Education: Bachelor's degree or equivalent experience, Business/Health Administration preferred. Advanced degree or equivalent experience recommended.

Experience:

* 4-7 years direct healthcare provider experience, preferably in a project manager or IT function
* Prior experience managing people preferred

Other Knowledge, Skills, Abilities or Certifications:

* Excellent project management skills to track large, complex software implementations across multiple customer sites
* Data-oriented, consultative approach to promote product utilization with customers
* Superb presentation, oral and written communication skills
* Understanding of clinical environments and workflows
* Superior proficiency with MS Excel

Travel Requirements

10-20% requirements

Physical Demands

Normal office environment

About Wolters Kluwer

Wolters Kluwer (WKL) is a global leader in professional information, software solutions, and services for the health, tax & accounting, finance, risk & compliance, and legal sectors. We help our customers make critical decisions every day by providing expert solutions that combine deep domain knowledge with advanced technology and services.

Wolters Kluwer reported 2018 annual revenues of €4.3 billion. The group serves customers in over 180 countries, maintains operations in over 40 countries, and employs approximately 19,000 people worldwide. The company is headquartered in Alphen aan den Rijn, the Netherlands. Wolters Kluwer shares are listed on Euronext Amsterdam (WKL) and are included in the AEX and Euronext 100 indices.

For more information, visit www.wolterskluwer.com, follow us on LinkedIn, Twitter, Facebook, and YouTube.

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