Senior Customer Success Specialist - Healthcare at Wolters Kluwer

Minneapolis, Minnesota, United States -

Full Time

Start Date

Immediate

Expiry Date

19 Dec, 25

Salary

133750.0

Posted On

20 Sep, 25

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Success, Project Management, Healthcare IT, Clinical Workflows, Data Analysis, Technical Integration, Account Management, Communication Skills, Problem Solving, Stakeholder Management, Implementation Strategy, Salesforce, EHRs, Presentation Skills, Relationship Building, Consultative Approach

Industry

Software Development

Description

LOCATION: Hybrid – 8 days per month in the office (see posting for locations) OVERVIEW The Senior Customer Success Specialist is a key contributor within a multi-functional team to drive account success and meaningful product utilization of the Clinical Decision Support & Provider Solutions (CDSP) at our provider health system partners. They are responsible for utilization optimization and value-driving actions. They develop and execute on the account strategy, deployment, and performance optimization efforts that align with business goals provided by Customer Success and Sales Leadership to ensure that customer needs are identified and satisfied, that expectations are met and exceeded, and that renewals are achieved. RESPONSIBILITIES Project Management: Sr. CSS has in-depth conceptual and practical knowledge in primary job family and basic knowledge of related job families. Works independently, receives minimal guidance; leads projects and has accountability for ongoing customer activities. Products Sr. CSS has in-depth knowledge of all CDSP products and is aware of the competition and market differentiators Workflow Sr. CSS supports overall account rollout strategy by taking the lead with assigned multifaceted projects Sr. CSS leads successful CDSP implementation start to finish across multiple service lines and/or locations. Sr. CSS manages and oversees complex implementations, supporting heatmap development with a big focus on prioritization & optimization Sr. CSS should be comfortable speaking to standard and non-standard options for CDSP workflows Strategy & Optimization Sr. CSS will take an active role in planning, scheduling, and executing onsite client meetings Sr. CSS will be responsible for identification of implementation and optimization opportunities, and partner with CS Implementation team to ensure implementation/optimization aligns with customer’s goals Sr. CSS will leverage PSA to track tasks and hold customer accountable, leveraging task GANTT to monitor project progress Sr. CSS leverages customer-facing tools to guide project progress and develops new tools to fit customer needs Sr. CSS regularly acts as a resource to colleagues and new employees Reporting Systems: Sr. CSS leverages data to solve complex problems and exercises judgement based on the analysis of multiple sources of information. Sr. CSS explains complicated data and works to build consensus on next steps Sr. CSS regularly seeks data analysis opportunities to tie CDSP utilization to customer outcomes Sr. CSS extracts data across all reporting systems and uses data visualization techniques to tell a positive story Sr. CSS should have a high-level understanding of internal reports (AM, Client Status, Gap Analysis) and should regularly leverage these reports to monitory customer health Sr. CSS should be able to guide colleagues in supporting internal and external data inquiries Technical Expertise: Technical Integrations Sr. CSS should be able to present integration options to customers, i.e. batch automation, EMR integration, Member Access and should be able to navigate common technical questions related to each Sr. CSS can seek out new and innovative integration opportunities across various customer platforms Sr. CSS pursues customer conversations to discuss new innovative ways to integrate CDSP solutions in our customer partners’ technical and clinical workflows Sr. CSS should be able to communicate the value of various integration options as well as explain the technical lift Sr.CSS should leverage knowledge of customer needs and integration types to make recommendations on which integration type to leverage Sr. CSS should be able to troubleshoot customer questions leveraging FileZilla Sr. CSS should leverage various internal reports to identify, escalate, and resolve technical issues Sr. CSS should navigate and coordinate amongst various internal teams including Systems Implementation, App Support, Engineering, and others Sr. CSS should help project manage large technical projects and ensure timely completion Client Management & Relationship Building: The Sr. CSS has in depth knowledge of key business drivers and builds knowledge of the company, processes, and customers. Project Liaison Sr. CSS should develop strong working relationship with PL and be able consult PL on best practices, implementation activities and gaining leadership support. Sr. CSS explains difficult or sensitive information; works to build consensus Additional Stakeholders Sr. CSS should be aware of executive stakeholders, including contract holders and can develop key communications to keep stakeholders updated Depending on the customer, Sr. CSS may have regular communication with executive stakeholders and can be nimble in tailoring their communication or presentations to the executive audience Sr. CSS should develop relationships with various implementation leads including service line leaders, managers, department heads, physicians, nurses, and front-end users and should leverage these leads to seek out new implementation opportunity Sr. CSS is an expert in navigating common customer pushback and can overcome barriers to implementation Sr. CSS explains complex information to others in straightforward situations Judgement Sr. CSS should be aware of customer health and provide input to changes in customer health to Account Executive, Engagement Manager, or Sr. Regional Manager. Sr. CSS should be able to identify and escalate any customer concerns and take initial steps to overcome them Sr. CSS solves complex problems; exercises judgment based on the analysis of multiple sources of information Account Management Systems: Sr. CSS should be able to utilize all account management systems across CDSP and should be able to recommend opportunities for process improvement. Sr. CSS should regularly leverage Salesforce reporting to inform customer conversations and to understand timelines, resourcing, and trends for project execution Sr. CSS will partner internally with various teams on communication planning including lifecycle marketing for targeted customer communications and thought leadership campaigns Sr. CSS will leverage account management resources to ensure the coordinated execution of tasks across a multi-disciplinary team (Customer Success Implementation, Systems Implementation, Customer Support, Enterprise Support, Research & Analytics, Lifecycle Marketing, Digital Marketing, etc.) and for a variety of activities (access planning, configuration and execution; training & onboarding; communication plans & digital programs; reporting, etc.) Sr. CSS should be able to guide colleagues in supporting internal and external data inquiries Healthcare Landscape: Sr. CSS has in-depth knowledge of CDSP solutions and how they meet the needs of our customers and differentiate from competing solutions in the market. Sr. CSS can identify, uncover, and understand customer needs, initiatives, and value growth opportunities based on knowledge of government programs and quality initiatives Sr. CSS understands CDSP product alignment with major healthcare models Sr. CSS understands the roles and responsibilities of customer stakeholders including but not limited to CMIO, CMO, CNO, CQO, CRO, CIO, and Patient Experience leaders Sr. CSS may serve as a resource to colleagues when it comes to understanding how CDSP fits within the healthcare landscape Sr. CSS stays on top of healthcare trends and seeks out opportunities to partner with customers on innovation and alignment Additional Responsibilities: Establish positive, collaborative relationships with client representatives even under difficult or escalated circumstances Act and communicate professionally as a representative of the CE team Respond quickly and appropriately not only to customer questions, needs, requests to coordinate resources to meet those needs, but also to business needs and priorities Track and document project plans, statuses, and progress QUALIFICATIONS Education: Bachelor’s degree required, Business Health Administration preferred. Advanced degree or equivalent recommended. Experience: 3+ years of experience in Saas- or CaaS-based customer success, account management, or related roles, with a focus on strategic or enterprise-level customer engagement and value realization Healthcare background, including but not limited to: Healthcare IT experience preferably in a project manager, account management, and/or IT function Knowledge of clinical decision support (CDS) products and awareness of the competition and market differentiators Knowledge of EHRs and related technical workflows Knowledge of the healthcare industry, including clinical workflows, healthcare regulations, and health system organizational goals Proven ability to quickly establish rapport with all levels of personnel up to and including C-suite executives Superb presentation, oral and written communication skills Awareness of challenges faced by healthcare organizations, such as patient outcomes, compliance, and cost pressures Excellent customer management skills to track large, complex software implementations across multiple customer sites Data-oriented, consultative approach to promote product utilization with customers TRAVEL: ~10-40% travel #LI-Hybrid Applicants may be required to appear onsite at a Wolters Kluwer office as part of the recruitment process. Compensation: Target salary range CA, CT, CO, DC, HI, IL, MD, MN, NY, RI, WA: $95,560 - $133,750 If making a difference matters to you, then you matter to us. Join us, at Wolters Kluwer, and be part of a dynamic global technology company that makes a difference every day. We’re innovators with impact. We provide expert software and information solutions that the world’s leading professionals rely on, in the moments that matter most. You’ll make a real difference in the lives of millions of people. Together with our customers, we help to advance sustainability, health, justice, prosperity, and commerce around the world. You can thrive at Wolters Kluwer, where diversity is core to our collective strength and high performance. Be your unique self, share your creative ideas, do your best work, and take time to grow in our caring and inclusive culture where you can belong. Wolters Kluwer reported 2023 annual revenues of €5.6 billion. The group serves customers in over 180 countries, maintains operations in over 40 countries, and employs approximately 21,400 people worldwide. Our customers work in industries which impact the lives of millions of people every single day. Our mission is to empower our professional customers with the information, software solutions, and services they need to make critical decisions, achieve successful outcomes, and save time. Our expert solutions combine deep domain knowledge with technology to deliver both content and workflow automation to drive improved outcomes and productivity for our customers. We are committed to helping professionals improve the way they do business and solve complex problems with our range of digital solutions and services, which we continuously evolve to meet their changing needs. Our 188-year legacy and portfolio represent thousands of customers worldwide. For more information about our solutions and organization, visit www.wolterskluwer.com, follow us on Twitter, Facebook, and LinkedIn. Wolters Kluwer has a dedicated team of experienced talent acquisition professionals who are ready to hear what makes you tick and share how Wolters Kluwer can help you achieve your goals and ambitions. Here Rasi Fawaz shares some tips on what recruiters are looking for on a resume. As a global organization, we recognize that solving a wide range of complex problems requires diverse perspectives and innovative thinking. We know that bringing our best to our customers, communities, and other key stakeholders requires a highly engaged and talented workforce – one that represents the diversity of those we serve and the communities where we live and work. We aim to provide a welcoming environment and equitable opportunities for all employees regardless of background, nationality, race, ethnicity, gender, gender identity, age, sexual orientation, marital status, disability, or religion. This principle is ingrained in our company values and articulated in our Code of Business Ethics. At Wolters Kluwer, you’ll feel valued for your contributions, and you’ll know that your health, safety, and well-being are important to us. Our well-being benefits provide tools, programs, and resources to help our diverse employees feel healthy, happy, safe, and prosperous. In 2024 we were awarded Ragan’s Top Places to Work for Employee Wellbeing: Large Organization, in recognition of our commitment to maintaining and enhancing the well-being of our colleagues through our ‘Together we thrive’ well-being program. To ensure we continue to drive innovation that enables us to develop products and services to best serve our customers, we cultivate a workplace culture rooted in mutual respect, bringing forward insights from a wide range of backgrounds, perspectives, and experiences. We are also committed to complying with laws requiring equal opportunity in hiring, promotion, and other employment decisions. All qualified applicants will receive consideration without regard to race, color, religion, sex (including pregnancy, gender identity, transgender status, and sexual orientation), national origin, disability, age, genetic information, veteran status, or any other characteristic protected by applicable law, and we do not tolerate discrimination on any of these bases. GDPR Careers Privacy and Cookies Wolters Kluwer (“we” or “us”) wants to inform you about the ways we process your personal information. In this Privacy & Cookie Notice we explain what personal information we collect, use and disclose. You'll find details related to GDPR and other data privacy policies on our Careers Privacy and Cookies page.

Responsibilities

The Senior Customer Success Specialist is responsible for driving account success and optimizing product utilization at healthcare provider partners. They lead complex implementations, manage project activities, and ensure customer needs are met while aligning with business goals.