Customer Success Implementation Specialist (USA-Hybrid)

$93,400 - $130,600/Yr

Wolters Kluwer - Chicago, IL

Full-time - Mid Level

Chicago, IL

Publishing Industries

About the position

The Customer Success Implementation Specialist will provide technical services to customers and sales managers in the United States, Canada, and possibly Latin America. This role involves high-level technical pre- and post-sales assistance, product demonstrations, and occasional training. The specialist will collaborate with Sales Directors and Managers to assist in regional account planning and manage technical projects aimed at achieving sales goals. This hybrid position requires two days a week in an approved office location and reports to the Customer Success Manager within the Health division.

Responsibilities

• Manage Wolters Kluwer's Ovid Synthesis software implementations and integration projects.
• Provide support to customers in both pre- and post-sales efforts, aiming to exceed customer expectations.
• Maintain a deep technical understanding of Ovid Synthesis and other products and technology.
• Provide proactive outreach to customers to keep process flow going for implementations.
• Work with local Sales Managers to retain current customers through proactive renewal procedures and implementation audits.
• Serve as Subject Matter Expert, sharing customer and product information related to implementations with colleagues.
• Visit onsite with customers and attend exhibitions/conferences to conduct demonstrations and user training.
• Aid in the creation of demonstration and training resources for software products and client-focused services.
• Support self-service projects by contributing content for customer-facing and internal Knowledgebases.
• Assist the sales team with retention/pre-sales efforts by managing demos and serving as a subject matter expert.

Requirements

• 3+ years of experience with software implementation installation, configuration, integration, and support of multi-user applications.
• Industry experience in healthcare (practitioners) or healthcare academic (educators) setting.
• Proficiency in PC hardware, Microsoft applications, and web browsers.
• Experience doing demonstrations, presentations, and user training.
• Experience supporting applications that are important and of high availability.
• Familiarity with authentication methods (IP, SSO) and CSS or JSON is a plus.

Nice-to-haves

• Experience in a healthcare setting is preferred.

Benefits

• Medical, Dental, & Vision Plans
• 401(k)
• FSA/HSA
• Commuter Benefits
• Tuition Assistance Plan
• Vacation and Sick Time
• Paid Parental Leave