Strategic Customer Success Manager (Hybrid)

Mass Digital Health; Waltham (MA); Hybrid; USD 99,000 - 173,000; Full time

Job summary

Wolters Kluwer in the United States is seeking a Customer Success Engagement Manager to lead customer value across the UpToDate product portfolio. You will serve as the lead CS representative for strategic accounts within a US region, driving adoption, engagement and value realization.

The role sits on a regionally organized team spanning CS and Sales to ensure strong executive relationships, smooth on-boarding, and renewal growth.

Qualifications

• 4+ years of experience in Customer Success, Account Management, Product Marketing, or a related customer-facing role.
• Bachelor’s degree in related field, specialized training, or equivalent work experience.
• 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 levels of personnel up to and including C-suite executives.
• Superb presentation, oral and written communication skills.

Responsibilities

• Requires specialized depth and/or breadth of expertise, conceptual and practical knowledge within Customer Success, and applies general knowledge of business and industry practices.
• Works independently, with guidance in only the most complex situations.
• Manages a smooth customer on-boarding process, ensuring an easy introduction for the customer from the outset.
• Supports and manages the customer across their lifecycle to maintain customer loyalty and customer satisfaction.
• Uses data to monitor customer performance and promote engagement between the customer and product(s).
• Ensures that the customer is satisfied with company products or services and may ensure implementation schedules, targets and budgets are met according to contractual agreements.
• Collaborates with customers to define and achieve goals for the program; documents successes when realized
• Maintains a clear understanding of client objectives and values, building and maintaining strong client relationships. Serves as an advisor on advanced and broad ranging projects.
• Interprets business challenges and recommends best practices to improve products, processes or services.
• Leads others in solving complex problems using sophisticated analytical thought to exercise judgement and identify innovative solutions. Leads functional teams or projects.
• Exercises judgment in evaluation, selection, and adaption of both standard and complex techniques and procedures.
• Uses in-depth professional knowledge and acumen to develop models and procedures and monitors trends.
• Partner with Sales to build and maintain the health and well-being of assigned accounts, effectively managing customer expectations, and supporting value realization and renewal
• Enable team members to act as UpToDate 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
• Lead executive planning sessions for customer accounts in collaboration with senior management and Sales
• Share best practices and encourage their adoption
• Interview and shadow customers to design workflows, training and deployment plans to meet unique customer needs and position UpToDate positively
• Present findings both internally and externally to win support for process and performance improvement plans related to customer value
• Work with customers to set goals and benchmark value achieved, leveraging tools (reports, case studies, client references, etc.) to win and maintain customer support

Skills

Project management

Customer success

Relationship building

Communication skills

Problem solving

Clinical workflows

Education

Bachelor's degree in related field

Job description

Wolters Kluwer in the United States is seeking a Customer Success Engagement Manager to lead customer value across the UpToDate product portfolio. You will serve as the lead CS representative for strategic accounts within a US region, driving adoption, engagement and value realization.

The role sits on a regionally organized team spanning CS and Sales to ensure strong executive relationships, smooth on-boarding, and renewal growth.