Customer Success Manager

About the Company

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 healthcare organizations as they evolve their workflow to deliver high quality and effective care.

About the Role

The Manager, Customer Success is the team lead for the APAC Customer Success organization, supporting the strategy and driving the execution of Customer Success programs for the entire portfolio of international customers. This includes primary responsibility for:

- Driving consistency in our delivery to improve customer’s product utilization across the CE product portfolio.
- Leading and developing an international team and their operational processes.
- Providing the organization, a pulse on customer sentiment, needs and risk.

His/her primary responsibility is to ensure that the team deliver a smooth onboarding and effective roll-out of CE products, expediting time to value. He/she will partner with sales leadership, digital and local marketing teams and the Customer Experience leadership team to design and implement programs and strategies that further this goal and promote customer satisfaction, assuring renewals. He/she will also provide critical input to the Director of Customer Success on customer needs as well as product usage patterns, challenges and opportunities.

This roles responsibility includes but is not limited to:
Managing Teams & Resourcing
- Oversee regionally focused Customer Success specialists to develop and execute effective customer account plans, communications, and relationships across the APAC region.
- Directly manage team of CSS
- Clearly articulate expectations and hold teams accountable for meeting (and exceeding) KPIs, as well as customer needs and expectations.
- Direct and deploy appropriate training to address development needs.

Drive Project Management Approach and Standards
- Drive the team to execute on the strategies, focus and direction of our customer success project planning function, including implementation and optimization activities. This includes: 1) Ensuring that connections are identified/made and programmatically deployed 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.); 2) Enable teams to effectively discover customer needs, initiatives, and deployment opportunities. 3) Review customer project plans and plan performance
- Review customer portfolio performance analytically, leveraging all available data, to assure high customer achievement. Work across teams to: 1) Identify improvement opportunities (particularly with Research & Analytics); 2) Implement scalable processes (particularly with CX Operations); 3) Develop executable improvement strategies (particularly with Lifecycle Marketing)

Ongoing Utilization Management
- Direct team focus on customer utilization and product performance. 1) Analyze overall customer utilization patterns to identify areas of risk. 2) Customer Relationship Management Strategy
- Partner with Sales, and across CE, to drive strategies focused on the health and well-being of assigned accounts, effectively managing customer expectations, and supporting success and renewal.

About You
- Education: Bachelor’s degree required; Business/Health Administration preferred. Advanced degree or equivalent experience recommended.
- 8-10 years of experience in leading Customer Success teams and deploying on CS strategies for success.
- Significant experience managing people
- Exposure to clinical environments a plus
- 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