Location : Remote US

　　*Note, this role supports West Coast provider clients - qualified applicants must live in or be comfortable traveling to the west coast.

　　Basic Function

　　Wolters Kluwer Health's Clinical Effectiveness (CE) organization is a fast-growing and innovation-driven healthcare information technology (HIT) provider working on the front lines of clinical care. Our talented team of physician and pharmacist editors, technologists, and product visionaries collaborate to provide advanced clinical decision support solutions that measurably improve clinical effectiveness by helping healthcare professionals provide optimal care for their patients.

　　CE's mission is to improve care worldwide. To achieve this vision, CE has strived to deeply understand the challenges facing clinicians and provider organizations as they evolve their work-flow to cope with changing regulatory payment pressures while striving to deliver high quality and effective care.

　　Essential Duties and responsibilities

　　The Customer Success Engagement Manager plays a lead role in managing and driving our customer’s product utilization across the CE product portfolio. They serve as the lead Customer Success representative for our largest and most strategic accounts within the West geographic region of the United States and is responsible for ensuring the smooth implementation and effective roll-out of CE products. They are part of and collaborate with a regionally organized Customer Success team to ensure strategic customer relationships are established and strengthened, implementation projects are well-managed, communication plans are effectively designed and executed and ongoing performance is managed. They also work directly with appropriate Sales Account Managers to ensure that customer needs are identified and satisfied, that expectations are met and exceeded and that renewals are achieved. Internally, this position contributes to the development of both internal and external best practices and strategies, participates in training and onboarding, and mentors teammates in their growth and development.

　　Job duties including but not limited to:

　　Customer Relationship Management

　　Partner with Sales to build and maintain the health and well-being of assigned accounts, effectively managing customer expectations, and supporting success and renewal

　　Enable team members to act as CE liaisons for customer executive leadership as it relates to project planning, execution, implementation and utilization efforts and serve as part of an escalation path for project plan related issues or questions

　　Complete executive planning sessions for assigned customer accounts under the direction of, and in collaboration with, senior management and Sales

　　Share best practices and encourage their adoption

　　Interview and shadow customers to design workflows, trainings and deployment plans to meet unique customer needs and position CE positively

　　Present findings both internally and externally to win support for process and performance improvement plans related to customer success

　　Work with customers to set utilization goals and benchmark success, leveraging tools (reports, case studies, client references, etc.) to win and maintain customer support

　　Implementation and Project Management

　　Develop effective plans for large scale customer deployments and utilization with identified milestones and goals

　　Understand and uncover customer needs, initiatives, and deployment opportunities to develop and align prioritized project plans for assigned accounts

　　Lead the development and execution of comprehensive customer project plans, including implementation and optimization activities. This includes ensuring the coordinated execution of tasks across a multi-disciplinary team (Systems Implementation, Customer Support, Enterprise Support, Research & Analytics, Lifecycle Marketing, etc.) and for a variety of activities (access planning, configuration, and execution; training & onboarding; communication plans & digital programs; reporting, etc.)

　　Assess internal resource needs and requirements for efficient and effective implementation

　　Track and review implementation project plan, including risk identification, gap assessment, and escalation

　　Report on progress and effectiveness of plans to customer leadership and internal stakeholders, triggering escalation paths and creating remediation strategies when necessary

　　Direct Customer Success Specialists in executing supporting implementation activities, including workflow design, customer configuration, branding & tailoring, and customer training

　　Ensure plan execution by direct contribution and oversight of assigned team members’ efforts, prioritizing efforts and resources for assigned customer portfolio.

　　Ongoing Utilization Management

　　Oversee customer utilization and product performance

　　Analyze customer utilization patterns to identify areas of risk, opportunity and need

　　Conduct utilization reviews with customer providing insight to utilization and making recommendations for improvement

　　Work with customers to re-engineer workflow processes where necessary

　　Partner with marketing on communication planning including lifecycle marketing, targeted customer communications, and thought leadership campaigns

　　Identify cross-sell/up-sell opportunities for sales organization

　　Implementation Scoping (as assigned)

　　Advise sales team in establishing contract terms and pricing for the solution

　　Collaborate with sales team in reviewing and finalizing implementation scopes during select, active sales opportunities

　　Provide feedback, as needed, on Implementation scopes and milestones to ensure that timelines are appropriate and strategies will be effective to achieve desired results

　　On-going support

　　Support customer with ad-hoc advisory and utilization support

　　Other Related Duties

　　Establish positive, collaborative relationships with customer representatives even under difficult or escalated circumstances.

　　Act and communicate professionally as a representative of the CE team

　　Respond quickly and appropriately to customer questions, needs and requests and coordinate resources to meet those needs

　　Performs other duties as assigned by supervisor.

　　Job Qualifications

　　Education: Bachelor’s degree required, Business/Health Administration preferred. Advanced degree or equivalent experience recommended.

　　Experience:

　　4-7 years experience working with healthcare systems, and strong understanding of clinical environments and workflows

　　Experience managing a book of business

　　Other Knowledge, Skills, Abilities or Certifications:

　　Strong customer relationship-building skills

　　Understanding of clinical environments and workflows

　　Knowledge of Electronic Health Record (EHR) systems and general understand of health technology

　　Excellent project management skills to track large, complex software implementations across multiple customer sites

　　Data-oriented, consultative approach to promote product utilization with customers

　　Proven ability to quickly establish rapport with all level of personnel up to and including C-suite executives

　　Superb presentation, oral and written communication skills

　　The above statements are intended to describe the general nature and level of work being performed by most people assigned to this job. They are not intended to be an exhaustive list of all duties and responsibilities and requirements.

　　EQUAL EMPLOYMENT OPPORTUNITY Wolters Kluwer U. S. Corporation and all of its subsidiaries, divisions and customer/business units is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.