Senior Customer Success Specialist

Wolters Kluwer - Waltham, MA

Full-time - Mid Level

Hybrid - Waltham, MA

Publishing Industries

About the position

The Senior Customer Success Specialist at Wolters Kluwer Health's Clinical Effectiveness organization plays a crucial role in ensuring the successful implementation and utilization of the CE product suite at customer sites. This individual contributor position focuses on client management, relationship building, and account planning to drive customer satisfaction and product engagement. The role requires collaboration with various stakeholders to optimize performance and ensure that customer needs are met, ultimately contributing to the mission of improving healthcare worldwide.

Responsibilities

• Drive success and meaningful utilization of the CE product suite at customer sites.
• Oversee product implementation and ongoing utilization.
• Assist in customer relationship management and strategy development.
• Build strong working relationships with project liaisons and executive stakeholders.
• Plan and conduct Executive Kick-Off meetings with new customer accounts.
• Identify and escalate customer concerns and provide input on customer health.
• Utilize account management systems to recommend process improvements.
• Leverage data to solve complex problems and monitor customer health.
• Plan and lead business reviews for assigned client accounts.
• Support ongoing account planning with Account Executive and Engagement Manager.

Requirements

• Bachelor's degree required, preferably in Business Health Administration.
• 2+ years of account management experience, preferably within the healthcare space.
• Detail-oriented with excellent time-management skills.
• Data-oriented, consultative approach to promote product utilization with customers.
• Proven ability to establish rapport with personnel up to C-suite executives.
• Superb presentation, oral, and written communication skills.
• Excellent project management skills for tracking software implementations.

Nice-to-haves

• Understanding of clinical environment and workflows.
• Exposure to EHR systems.
• Knowledge of Salesforce CRM.

Benefits

• Health insurance coverage
• 401k retirement savings plan
• Paid holidays
• Flexible scheduling options
• Professional development opportunities