Senior Customer Success Specialist - Healthcare

LOCATION:  Hybrid – 8 days per month in the office (see posting for locations)

Overview

The Senior Customer Success Specialist is a key contributor within a multi-functional team to drive account success and meaningful product utilization of the Clinical Decision Support & Provider Solutions (CDSP) at our provider health system partners.  They are responsible for utilization optimization and value-driving actions.  They develop and execute on the account strategy, deployment, and performance optimization efforts that align with business goals provided by Customer Success and Sales Leadership to ensure that customer needs are identified and satisfied, that expectations are met and exceeded, and that renewals are achieved.

Responsibilities

• Project Management: Sr. CSS has in-depth conceptual and practical knowledge in primary job family and basic knowledge of related job families. Works independently, receives minimal guidance; leads projects and has accountability for ongoing customer activities.
• Products
• Workflow
• Strategy & Optimization
• Sr. CSS has in-depth knowledge of all CDSP products and is aware of the competition and market differentiators
• Sr. CSS supports overall account rollout strategy by taking the lead with assigned multifaceted projects
• Sr. CSS leads successful CDSP implementation start to finish across multiple service lines and/or locations.
• Sr. CSS manages and oversees complex implementations, supporting heatmap development with a big focus on prioritization & optimization
• Sr. CSS should be comfortable speaking to standard and non-standard options for CDSP workflows
• Sr. CSS will take an active role in planning, scheduling, and executing onsite client meetings
• Sr. CSS will be responsible for identification of implementation and optimization opportunities, and partner with CS Implementation team to ensure implementation/optimization aligns with customer’s goals
• Sr. CSS will leverage PSA to track tasks and hold customer accountable, leveraging task GANTT to monitor project progress
• Sr. CSS leverages customer-facing tools to guide project progress and develops new tools to fit customer needs
• Sr. CSS regularly acts as a resource to colleagues and new employees
• Reporting Systems: Sr. CSS leverages data to solve complex problems and exercises judgement based on the analysis of multiple sources of information.
• Sr. CSS explains complicated data and works to build consensus on next steps
• Sr. CSS regularly seeks data analysis opportunities to tie CDSP utilization to customer outcomes
• Sr. CSS extracts data across all reporting systems and uses data visualization techniques to tell a positive story
• Sr. CSS should have a high-level understanding of internal reports (AM, Client Status, Gap Analysis) and should regularly leverage these reports to monitory customer health
• Sr. CSS should be able to guide colleagues in supporting internal and external data inquiries    
• Technical Expertise: Technical Integrations
• Sr. CSS should be able to present integration options to customers, i.e. batch automation, EMR integration, Member Access and should be able to navigate common technical questions related to each
• Sr. CSS can seek out new and innovative integration opportunities across various customer platforms
• Sr. CSS pursues customer conversations to discuss new innovative ways to integrate CDSP solutions in our customer partners’ technical and clinical workflows
• Sr. CSS should be able to communicate the value of various integration options as well as explain the technical lift
• Sr.CSS should leverage knowledge of customer needs and integration types to make recommendations on which integration type to leverage
• Sr. CSS should be able to troubleshoot customer questions leveraging FileZilla
• Sr. CSS should leverage various internal reports to identify, escalate, and resolve technical issues
• Sr. CSS should navigate and coordinate amongst various internal teams including Systems Implementation, App Support, Engineering, and others
• Sr. CSS should help project manage large technical projects and ensure timely completion           
• Client Management & Relationship Building: The Sr. CSS has in depth knowledge of key business drivers and builds knowledge of the company, processes, and customers.
• Project Liaison
• Additional Stakeholders
• Judgement
• Sr. CSS should develop strong working relationship with PL and be able consult PL on best practices, implementation activities and gaining leadership support.
• Sr. CSS explains difficult or sensitive information; works to build consensus
• Sr. CSS should be aware of executive stakeholders, including contract holders and can develop key communications to keep stakeholders updated
• Depending on the customer, Sr. CSS may have regular communication with executive stakeholders and can be nimble in tailoring their communication or presentations to the executive audience
• Sr. CSS should develop relationships with various implementation leads including service line leaders, managers, department heads, physicians, nurses, and front-end users and should leverage these leads to seek out new implementation opportunity
• Sr. CSS is an expert in navigating common customer pushback and can overcome barriers to implementation
• Sr. CSS explains complex information to others in straightforward situations
• Sr. CSS should be aware of customer health and provide input to changes in customer health to Account Executive, Engagement Manager, or Sr. Regional Manager.
• Sr. CSS should be able to identify and escalate any customer concerns and take initial steps to overcome them
• Sr. CSS solves complex problems; exercises judgment based on the analysis of multiple sources of information           
• Account Management Systems: Sr. CSS should be able to utilize all account management systems across CDSP and should be able to recommend opportunities for process improvement.
• Sr. CSS should regularly leverage Salesforce reporting to inform customer conversations and to understand timelines, resourcing, and trends for project execution
• Sr. CSS will partner internally with various teams on communication planning including lifecycle marketing for targeted customer communications and thought leadership campaigns
• Sr. CSS will leverage account management resources to ensure the coordinated execution of tasks across a multi-disciplinary team (Customer Success Implementation, Systems Implementation, Customer Support, Enterprise Support, Research & Analytics, Lifecycle Marketing, Digital Marketing, etc.) and for a variety of activities (access planning, configuration and execution; training & onboarding; communication plans & digital programs; reporting, etc.)
• Sr. CSS should be able to guide colleagues in supporting internal and external data inquiries    
• Healthcare Landscape: Sr. CSS has in-depth knowledge of CDSP solutions and how they meet the needs of our customers and differentiate from competing solutions in the market.
• Sr. CSS can identify, uncover, and understand customer needs, initiatives, and value growth opportunities based on knowledge of government programs and quality initiatives
• Sr. CSS understands CDSP product alignment with major healthcare models
• Sr. CSS understands the roles and responsibilities of customer stakeholders including but not limited to CMIO, CMO, CNO, CQO, CRO, CIO, and Patient Experience leaders
• Sr. CSS may serve as a resource to colleagues when it comes to understanding how CDSP fits within the healthcare landscape
• Sr. CSS stays on top of healthcare trends and seeks out opportunities to partner with customers on innovation and alignment
• Additional Responsibilities:
• Establish positive, collaborative relationships with client representatives even under difficult or escalated circumstances
• Act and communicate professionally as a representative of the CE team
• Respond quickly and appropriately not only to customer questions, needs, requests to coordinate resources to meet those needs, but also to business needs and priorities
• Track and document project plans, statuses, and progress

Qualifications

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

Experience:

• 3+ years of experience in Saas- or CaaS-based customer success, account management, or related roles, with a focus on strategic or enterprise-level customer engagement and value realization
• Healthcare background, including but not limited to:
• Healthcare IT experience preferably in a project manager, account management, and/or IT function 
• Knowledge of clinical decision support (CDS) products and awareness of the competition and market differentiators
• Knowledge of EHRs and related technical workflows
• Knowledge of the healthcare industry, including clinical workflows, healthcare regulations, and health system organizational goals
• 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
• Awareness of challenges faced by healthcare organizations, such as patient outcomes, compliance, and cost pressures
• Excellent customer management skills to track large, complex software implementations across multiple customer sites
• Data-oriented, consultative approach to promote product utilization with customers

TRAVEL: ~10-40% travel

#Li-Hybrid

Applicants may be required to appear onsite at a Wolters Kluwer office as part of the recruitment process.

Compensation:

Target salary range CA, CT, CO, DC, HI, IL, MD, MN, NY, RI, WA: $95,560 - $133,750