Wolters Kluwer Associate Regional Manager in Indianapolis, Indiana
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.
We are searching for a Customer Success Associate Regional Manager for our Chicago office, however there may be an opportunity to work remotely.
Essential Duties and responsibilities
The Customer Success Associate Regional Manager plays a lead role in managing and driving our customer's product utilization across the CE product portfolio. He/she serves as a team lead for Customer Success, overseeing the Customer Success programs for a large portfolio of customers, and ensuring they have a smooth implementation and effective roll-out of CE products. Not only is he/she responsible for overseeing that team's management of their assigned accounts, he/she will collaborate across a broader Regional team to help support large, strategic accounts. In all cases, he/she will work 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, all to ensure effective product use and customer satisfaction. He/she also works 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.
This includes but is not limited to:
Manage a team of Customer Success Specialists within assigned region to develop and execute effective customer plans, communications, and relationships
Clearly articulate expectations and hold team members accountable for meeting (and exceeding) those expectations
Provide regular, consistent, direct and constructive feedback to team members
Seek success and challenge team members to do the same
Celebrate successes and motivate your team to exceed expectations
Analyze current performance and team member competency development needs (particularly around Communication, Judgment, and Planning and Execution) and skills (particularly Communication and Project Plans)
Develop and deploy appropriate training to address development needs
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.)
Sharing of best practices and encouraging their adoption by customers
Helping customers set utilization goals and benchmark success, leveraging tools (reports, case studies, customer references, etc.) to win and maintain customer support
Interviewing and shadowing customers to design workflows, trainings and deployment plans to meet unique customer needs and position CE positively
Provide input for Regional Manager's delegation and direction of workload
Implementation and Project Management
Oversee the development and execution of comprehensive customer project plans, including implementation and optimization activities. This includes:
Directing team members in executing supporting implementation activities, including workflow design, customer configuration, branding & tailoring, and customer training
Prioritizing discovery of customer strategic needs, initiatives, and deployment opportunities to develop and align prioritized project plans for assigned accounts with identified milestones and goals
Track and review implementation project plan, including risk identification, gap assessment, and escalation
Review customer portfolio performance analytically, leveraging all available data, to prioritize team efforts and adjust team assignments or plans accordingly. This includes:
Providing input and feedback on the effectiveness of customer project plans, including implementation and optimization activities
Assessing internal resource needs and requirements for efficient and effective implementation
Report on progress and effectiveness of plans to customer leadership and internal stakeholders, triggering escalation paths and creating remediation strategies when necessary
Ensure plan execution by direct contribution and oversight of efforts of team members assigned to accounts, prioritizing efforts and resources for assigned customer portfolio
Ongoing Utilization Management
Oversee and direct team focus on customer utilization and product performance
Analyze customer utilization patterns to identify areas of risk, opportunity and need across assigned portfolio
Oversee the creation and performance of utilization reviews with customer providing insight to utilization and making recommendations for improvement
Work with customers (directly or indirectly) 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 and encourage the team's attention to these opportunities
Customer Relationship Management
Partner with Sales in efforts to maintain the health and well-being of assigned accounts, effectively managing customer expectations, and supporting success and renewal
Serve as part of the escalation path for customers as it relates to execution, implementation and utilization efforts in assigned accounts for project plan related issues or questions
Oversee the development of presentations and analyses for executive planning sessions for assigned customers under the direction of senior management and Sales
Ensure team members' ability and efforts related to:
Present findings both internally and externally to win support for process and performance improvement plans related to customer success and develop your team to effectively do the same
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
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.
Respond quickly and appropriately to customer questions, needs and requests and coordinate resources to meet those needs
Performs other duties as assigned by supervisor.
- Bachelor's degree required, Business/Health Administration preferred. Advanced degree or equivalent experience recommended
4-7 years direct healthcare provider experience, preferably in a project manager or IT function
Prior experience managing people preferred
Other Knowledge, Skills, Abilities or Certifications:
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
Understanding of clinical environments and workflows
- 30% - 40% travel
Normal Office Environment
About Wolters Kluwer
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 2017 annual revenues of €4.4 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.
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.
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