Digital Implementation Manager (Hybrid)

$93,400 - $130,600/Yr

Wolters Kluwer - Tampa, FL

Full-time

Hybrid - Tampa, FL

Publishing Industries

About the position

The Digital Implementation Manager is a pivotal role responsible for designing, developing, executing, and measuring the results of customer-facing digital and self-service programs and initiatives. These programs are crucial for enhancing customer retention, increasing the utilization of HLRP solutions, and ensuring consistent customer messaging. The role also encompasses product launch requirements from the Global Customer Services perspective, ensuring that teams receive the necessary assets, resources, and training to provide superior customer support. This position requires a collaborative approach, working closely with key stakeholders to ensure accurate and consistent experiences throughout the lifecycle of both customers and internal employees. The ideal candidate will have demonstrated experience in creating, executing, and measuring digital solutions, both internal and external. A strong background in working with Artificial Intelligence and self-service solutions is preferred. The Digital Implementation Manager will work within a supportive team environment and closely with the Director of Customer Experience/Service, taking full ownership of a range of issues and managing them through to resolution. This ensures seamless integration with HLRP clients' business processes, efficiently resolving customer issues related to products, tools, and services. Daily activities will involve liaising with various departments to fully diagnose problems submitted by end users and administrators, as well as those escalated from internal teams. The role requires strong partnerships with key stakeholders and business partners, including Sales, Product Development, Marketing, Training and Quality (TAQ), Customer Service, Online Product Support, Society Member Care, Data Control, and Global Business Services. Excellent communication, collaboration, and leadership skills are essential to impact and influence change, ultimately driving measurable results for both internal and external customers.

Responsibilities

• Align customer experience standards of excellence to the WK HLRP company goals and objectives.
• Maintain a deep technical understanding of Wolters Kluwer's platforms, products, and technology.
• Support self-service initiatives by contributing content for customer-facing and internal Knowledgebases, Chatbots, email automation, and other similar projects.
• Provide support to customers in both pre- and post-sales efforts, aiming to meet and exceed customer expectations and identify commercial service opportunities.
• Provide proactive outreach to new and existing customers to initiate implementation of software and/or maintain process flow for implementations.
• Aid in the creation of demonstration resources for software products and client-focused services.
• Manage a small team of employees, prioritizing their workload while meeting the needs of the business and other operating units.
• Document processes and procedures, including updates and changes.
• Work with all departments to identify KPIs and ensure that all SLA goals are met.
• Maintain an understanding of emerging industry experience and technology trends to guide the execution of digital strategies.

Requirements

• Bachelor's degree or equivalent experience required; degree in Computer Science, Digital Marketing, or a relevant field is desirable.
• 3+ years of management experience.
• 3+ years of digital marketing experience, including search, content, email, and social media.
• 3+ years of website design and implementation experience.
• Experience with AI across all communication channels (phone, email, chat) and the ability to tie that experience to transform current platforms.
• Deep understanding of digital marketing strategy.
• Proficiency with Microsoft Office and Google Analytics.
• Demonstrated experience in creating, executing, and measuring ROI of customer-facing programs, including report creation and data analysis for ongoing campaigns.
• Experience with Customer Experience, Human-Centered Computing, and/or UX design principles.
• Success in managing projects and coordinating efforts with cross-functional teams.

Nice-to-haves

• Ability to work with cross-functional teams.
• A proactive nature and high accountability.
• Excellent communication skills, both spoken and written.
• Strong problem-solving abilities.
• Highly motivated and results-focused.
• Good project and time management skills.
• Articulate, well-presented, and comfortable in front of customers, peers, and executive teams.
• Ability to foster a positive environment.
• Strong analytical skills.
• Flexible and supportive approach to teamwork.
• Knowledge of medical software technology/information.
• Professional experience in an STM Publishing company.