Customer Success Implementation Specialist (USA-Hybrid)

$93,400 - $130,600/Yr

Wolters Kluwer - Philadelphia, PA

Full-time - Mid Level

Philadelphia, PA

Publishing Industries

About the position

The Customer Success Implementation Specialist is responsible for providing exceptional technical services to customers and sales managers across the United States, Canada, and potentially 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 ensure smooth 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 or healthcare academic settings.
• Proficiency with PC hardware, Microsoft applications, and web browsers.
• Experience in conducting demonstrations, presentations, and user training.
• Ability to support applications that are critical and of high availability.
• Familiarity with authentication methods (IP, SSO) and CSS or JSON is a plus.

Benefits

• Commuter assistance
• Paid parental leave
• Health savings account
• Health insurance
• Dental insurance
• 401(k)
• Flexible spending account
• Tuition reimbursement
• Vision insurance