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Customer Success Specialist (Product Support) - Little Rock, AR #4437342


Company: Wolters Kluwer

Date: 01/18/2018

Category: Printing / Publishing

City: Little Rock, AR

Customer Success Specialist (Product Support)


Requisition Number: 18-17867


State: Illinois


City: All Cities, IL


Shift: Not Applicable


Job Description: 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.


The US/CAN Customer Success Specialist plays an invaluable role within the USCAN sales organization, working closely with the Sales Directors and Account Managers, to deliver strategically designed training and implementation roll out plans, based on client size, structure, and unique needs. Reporting into the Manager of USCAN Customer Success, this role will also work closely with the Strategic Account and Sales Management Teams, to achieve customer success through increasing user adoption and utilization of UpToDate (UTD) and Lexicomp (LCO) within customer hospitals and healthcare facilities.


We are currently searching for two Customer Success Specialist’s; one for the West and one for the Midwest. These roles are remote and the person must be in the territory.


Responsibilities will include:


• Design effective product training and awareness strategies and plan the roll out to targeted accounts, to include clinical departments within hospital and academic institutions.


• Deliver onsite and remote training to end users within accounts to drive utilization and adoption of UTD and LCO.


• Develop, and strengthen relationships with multiple key contacts and influencers who can support, promote, and coordinate UpToDate and Lexicomp training within each account.


• Collaborate with the Sales team to support the successful acquisition and renewal of accounts through ongoing training activities.


• Provide account feedback and market data to the sales, marketing and product teams.


• Identify and creatively address access challenges and problem-solve potential resistance to training by end users.


• Mentor new hires to support them in achieving Product Demo certification.


• Maintain accurate account and training activity reports for department month end reporting.


• Identify and recruit certified trainers within customer sites who are charged with training end users within their organization.


• Performs other duties as assigned.


Qualifications: QUALIFICATIONS


Education:


• BS/BA Degree or equivalent


Experience:


• 3+ years' experience in sales or product training, preferably in healthcare industry


• Excellent communication and presentation skills


• Self-starter, highly organized with ability to prioritize work/travel efficiently and effectively


• Strong technical aptitude and ability to use remote webinar technologies


• Excellent Microsoft skills using Word, Excel and PowerPoint, as well as a general understanding of a CRM system (Salesforce.com, SalesLogix or similar)


• Work remotely from home office


• A team player and able to work independently when needed


• Willing and able to travel to customer sites (65-75% travel - will vary by quarter)


• Fluent in English (written, reading and spoken)


• A valid driver's license


TRAVEL REQUIREMENTS


30% Nationally


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 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.


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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