Senior Customer Success Architect – Healthcare

C T Corporation System (DE); Chicago (IL); Hybrid; USD 90,000 - 120,000; Full time

Job summary

WK delivers Clinical Decision Support products and services designed to improve healthcare outcomes. The Senior Customer Success Specialist will oversee strategy and product utilization for major accounts, coordinating with Sales and executive stakeholders to drive adoption, ROI, and renewals.

The role focuses on managing implementation projects, crafting deployment plans, and guiding customers toward measurable value while aligning with clients' clinical and operational goals in a hybrid

Responsibilities

• Partner with Sales to build and maintain the health and well-being of assigned Major Accounts, effectively managing customer expectations, and supporting success and renewal
• Act as CDSP liaison for customer executive leadership as it relates to project planning, execution, implementation and utilization efforts
• Complete Executive Business Reviews (EBRs) to align on progress, ROI, and future opportunities in collaboration with senior management and Sales
• Develop and deliver compelling presentations and facilitate discussions with key stakeholders
• Share best practices and encourage their adoption to maximize product value and outcomes
• Design workflows, trainings, and deployment plans to meet unique customer needs
• Win support for process and performance improvement plans related to customer success, product development, and service improvements based on major account feedback
• Work with customers to set utilization goals and benchmark success, leveraging tools (reports, case studies, client references, etc.) to win and maintain customer support
• Manage and nurture relationships with key decision-makers and stakeholders
• Develop an understanding of the major account's goals, pain points, and long-term objectives to align WKH solutions with their needs
• Ensure the products deliver measurable value to the customer, while educating decision-makers and stakeholders on the tangible benefits being provided
• Foster relationships with both internal teams and customers, continuously working to deepen trust and collaboration. Build a wide network of internal champions for WK products and leverage these relationships to drive product adoption and customer satisfaction

Job description

WK delivers Clinical Decision Support products and services designed to improve healthcare outcomes. The Senior Customer Success Specialist will oversee strategy and product utilization for major accounts, coordinating with Sales and executive stakeholders to drive adoption, ROI, and renewals.

The role focuses on managing implementation projects, crafting deployment plans, and guiding customers toward measurable value while aligning with clients' clinical and operational goals in a hybrid