Customer Success Implementation Specialist (USA-Hybrid)

$93,400 - $130,600/Yr

Wolters Kluwer - Madison, WI

Full-time - Mid Level

Madison, WI

Publishing Industries

About the position

The Customer Success Implementation Specialist at Wolters Kluwer is responsible for providing exceptional technical services to customers and sales managers across the United States, Canada, and potentially Latin America. This hybrid role involves high-level technical pre- and post-sales assistance, product demonstrations, and occasional training. The specialist collaborates with Sales Directors and Managers to assist in regional account planning and is tasked with technical projects aimed at achieving sales goals. Reporting to the Customer Success Manager within the Health division, the role requires a deep understanding of the company's products and a commitment to exceeding customer expectations.

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 (practitioners) or healthcare academic (educators) setting.
• Proficiency with 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.

Benefits

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