Customer Success Implementation Specialist (USA-Hybrid)

$93,400 - $130,600/Yr

Wolters Kluwer - Phoenix, AZ

Full-time - Mid Level

Phoenix, AZ

Publishing Industries

About the position

The Customer Success Implementation Specialist will provide exceptional technical services to customers and sales managers across the United States, Canada, and potentially Latin America. This role focuses on delivering high-level technical support during pre- and post-sales processes, demonstrating products, and conducting training sessions. 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 in-office presence two days a week 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 facilitate implementation processes.
• 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 customers onsite 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 in conducting 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 healthcare technology solutions.
• Knowledge of customer relationship management (CRM) systems.

Benefits

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