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Wolters Kluwer · 1 month ago

Customer Success Manager – Engagement Manager

USA - Clayton, MO

Full-time

Hybrid

Mid, Senior Level

$121K/yr - $170K/yr

5+ years exp

Wolters Kluwer is a fast-growing and innovation-driven healthcare information technology provider. The Customer Success Engagement Manager plays a high-impact role in managing strategy and product utilization across the CDSP product portfolio, serving as a trusted advisor to strategic accounts and ensuring optimal customer outcomes.

BankingFinanceInformation ServicesInformation TechnologyLegalMobilePublishingSoftware

Responsibilities

Partner with Sales to build and maintain the health and well-being of assigned accounts, effectively managing customer expectations, and supporting success and renewal

Act as CE 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 strategic, consultative 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 strategic 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 across multiple departments (clinical, administrative, and executive levels)

Develop a deep understanding of the strategic 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

Build credibility with key stakeholders by delivering valuable insights and expert guidance, positioning yourself as a trusted advisor for strategic discussions and decision-making

Foster long-term 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

Understand and uncover customer needs, initiatives, and deployment opportunities

Lead the development and execution of comprehensive customer project plans, including implementation and optimization activities with milestones and goals. This includes 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.)

Assess internal resource needs and requirements for efficient and effective implementation

Report on progress and effectiveness of plans to customer leadership and internal stakeholders. Identify and monitor potential risks to the customer relationship or satisfaction and proactively trigger escalation paths and develop remediation strategies when necessary

Direct Customer Success Specialists in executing supporting implementation activities, including workflow design, customer configuration, branding & tailoring, and customer training and best practices tailored to the needs of high-value accounts

Ensure plan execution by direct contribution and oversight of assigned team members’ efforts, prioritizing efforts and resources for assigned customer portfolio

Oversee and analyze customer utilization patterns to identify areas of risk, opportunity, and need

Present insights that showcase how WKH solutions contribute to their goals

Conduct utilization reviews with customer providing actionable insight into product usage and making data-driven recommendations for improvement

Work with customers 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 by assessing customer needs and aligning additional products, services, or features that drive value and enhance their experience

Advise sales team in establishing contract terms and pricing for the solution

Collaborate with sales team in reviewing and finalizing implementation scope, timelines, and milestones

Establish positive, collaborative relationships with customer representatives even under difficult or escalated circumstances

Act and communicate professionally as a representative of the CE team

Respond quickly and appropriately to customer questions, needs and requests and coordinate resources to meet those needs

Qualification

SaaS customer successHealthcare industry knowledgeProject managementClinical decision supportCustomer relationship managementData-oriented approachConsultative skillsCommunicationPresentation skillsTeam collaboration

Required

Bachelor's degree required

5+ years of experience in SaaS-based customer success, account management, or a related role, with a focus on strategic or enterprise-level customer engagement and value realization

Deep understanding of the healthcare industry, including medical devices, healthcare regulations, and clinical environments and workflows

Comprehensive awareness of challenges faced by healthcare organizations, such as patient outcomes, compliance, and cost pressures

Remain current on trends, regulatory changes, and innovations in the industry

Excellent project management skills to track large, complex software implementations across multiple customer sites

Familiarity with customer success platforms and CRMs

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 to effectively engage with C-level executives and cross-functional teams