Wolters Kluwer Customer Success Specialist in Annapolis, Maryland
Wolters Kluwer Health is a leading global provider of content for healthcare professionals, serving physicians, surgeons, nurses, allied health professionals, pharmacists, academics, payers, and the life sciences with solutions for research and development, the point-of-learning, the point-of-dispensing, and the point-of-care. Wolters Kluwer Health has three market-centered business units to serve the needs of its diverse customer base: Medical Research, Professional & Education, and Clinical Solutions.
The Professional & Education business group, under the Lippincott Williams & Wilkins (www.LWW.com) brand, publishes critical information, including many of the world's leading textbooks, reference tools and related products published for medical, nursing and other health professionals and students. LWW provides essential information for healthcare professionals in print and electronic formats, including textbooks, journals, CD-ROM, and via Intranets and the Internet.
Summary of Position
The Customer Success Specialist (CSM) will have a strong background in account management responsible for collaboratively building and maintaining customer relationships with associated sales reps. The individual in this role will have regular interactions with health faculty and students supporting and coordinating onboarding, training and account retention services to help customers maximize usage of our digital education products. Individual will be a team player with strong customer service and business consultancy skills who is self-motivated to meet and exceed business objectives. The CSS's goal is to manage accounts by driving product usage, faculty and student engagement, increasing our customer's ability to learn product integration and increasing the customer's digital education product portfolio.
This position can be remote in the Western region of the U.S. or in the Glendale, CA office. Preference is given to candidates in the Pacific or Mountain time zones.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Account Management and Customer Support Tasks:
Establish a trusted and strategic advisor relationship with key accounts to drive continued value of products and services.
Meet with key decision makers at assigned accounts to develop needed training/implementation plans. Also working to drive product usage via retention and engagement strategies.
Independently manage customer's progress through the product lifecycle (onboarding through retention) to ensure a successful digital experience.
Provide on-going support and addresses complaints with the goal of increasing customer satisfaction and ensuring renewals. Works to provide 'early intervention' to at risk accounts to ensure continued use products.
Lead web-based and on-site training classes to assist faculty and students with successfully implementing digital education products.
Understand and monitor account expectations and problem solve for needed solutions.
Work to identify and/ or develop upsell opportunities when collaborating with sales representatives.
Advocate customer needs and issues cross-departmentally.
Provide recommendations for improvements in the training and retention program.
Monitor, review and send weekly customer touch reports to Director for analysis.
Use internal tools for documentation and reporting effectively and with minimal guidance.
Education and Experience
Bachelor's Degree Preferred in business/marketing or nursing/allied health professions.
4 to 5 years' experience in a customer support role. Preferably in account management and/ or customer service related to training support services
Strong presentation/ demonstration skills
Strong customer relationship skills; ability to penetrate, retain and grow accounts
Critical thinking and problem-solving skills to meet project requirements and quickly handle client issues.
Strong organizational skills and ability to follow through on tasks in an environment that requires multi-tasking.
Willingness and ability to take initiative in addressing client problems and improving team efficiency.
Ability to present and explain training resources clearly in written and verbal communications to faculty and administrators.
Excellent organization, time management, and prioritization skills
Experience with Microsoft Office, virtual meeting platform (Webex, GlobalMeet, Adobe Connect, etc) and salesforce.com or CRM. Gainright is preferred
Ability to excel in data-driven, metrics oriented environment
- Up to 15% to 20% , seasonal and team meetings
Wolters Kluwer N.V. (AEX: WKL) is a global leader in information services and solutions for professionals in the health, tax and accounting, risk and compliance, finance and legal sectors. We help our customers make critical decisions every day by providing expert solutions that combine deep domain knowledge with specialized technology and services.
Wolters Kluwer reported 2016 annual revenues of €4.3 billion. The company, headquartered in Alphen aan den Rijn, the Netherlands, serves customers in over 180 countries, maintains operations in over 40 countries and employs 19,000 people worldwide.
Wolters Kluwer shares are listed on Euronext Amsterdam (WKL) and are included in the AEX and Euronext 100 indices. Wolters Kluwer has a sponsored Level 1 American Depositary Receipt program. The ADRs are traded on the over-the-counter market in the U.S. (WTKWY).
For more information about our solutions and organization, visit www.wolterskluwer.com, follow us on Twitter, Facebook, LinkedIn, and YouTube.
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.
For any assistance with your application for this job opening, please call HR Source at (888) 495-4772 or email HRSource@WoltersKluwer.com. TTY is also available at (888) 495 4771.
Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled