Wolters Kluwer Senior Regional Manager, Customer Success in Pierre, South Dakota

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 Senior Regional Manager, Customer Success.

This role is ideally located onsite in Chicago, IL, however, there may be an opportunity for a remote employee.

The Senior Regional Manager, Customer Success leads a regionally focused Customer Success team to manage the utilization customer life cycle across the CE product portfolio. They spearhead efforts related to access planning, ongoing support, training and onboarding and accelerators including reporting discussions and communication planning. They will drive the development of ambitious and achievable project plans, challenge our collective thinking about the most effective ways to deploy the product portfolio, 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. The Senior Regional Manager is responsible for ongoing assessment of customer health, conducting account reviews to set priorities, and partners with the Sales Directors to ensure that customer needs are identified and satisfied, that expectations are met and exceeded and that renewals are achieved. The Senior Regional Manager is a leader in the department and a driver of its management and team development.

This includes but is not limited to:

  • Customer Relationship Management

  • Partner with Sales Director in determining strategies and approaches for maintaining the health and well-being of the customer base

  • Conduct periodic executive updates/business reviews in collaboration with Sales Director

  • Enable team members to act as CE liaisons for customer executive leadership as it relates to project planning, execution, implementation and utilization efforts and serve as part of an escalation path for project plan related issues or questions

  • Assess portfolio health and prioritize efforts for maintenance and improvement

  • Share best practices and encourage their adoption

  • Managing People

  • Manage regional team to develop and execute effective client plans, communications, and relationships

  • Clearly articulate expectations hold direct reports 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

  • Continuously monitor and balance team member workload

  • Implementation and project planning

  • Oversee the development and execution of comprehensive customer project plans, including implementation and optimization activities. 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.)

  • Understand and uncover trends in customer needs, initiatives, and deployment opportunities to develop and align best practices with prioritized project plans for portfolio

  • Assess internal resource needs and requirements for efficient and effective implementation

  • Provide input and feedback on the effectiveness of client project plans, including implementation and optimization activities,

  • Assess internal resource needs and requirements for efficient and effective implementation

  • Track and review implementation project plan, including risk identification, gap assessment, and escalation

  • Report on progress and effectiveness of plans to client leadership and internal stakeholders

  • Direct Regional Team in executing supporting implementation activities, including workflow design, customer configuration, branding & tailoring, and customer training

  • Ongoing Utilization Management

  • Oversee portfolio utilization and product performance

  • Analyze portfolio utilization patterns to identify areas of risk, opportunity and need

  • 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

  • Implementation Scoping

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

  • Partner with Sales Director in reviewing and finalizing implementation scope during select active sales opportunities

  • Provide feedback on Implementation scopes and milestones to ensure that timelines are appropriate and strategies will be effective to achieve desired results

Job Qualifications:

Education: Bachelor's degree, Business/Health Administration preferred or equivalent of experience. Advanced degree or equivalent experience, recommended.

Experience:

  • 6+ years direct healthcare provider experience, preferred, preferably in a project manager or IT function

  • Prior experience managing people

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

Other 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.

Travel Requirements

30%-40%

Physical Demands

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. Wolters Kluwer has a sponsored Level 1 American Depositary Receipt program. The ADRs are traded on the over-the-counter market in the U.S. (WTKWY). For more information about our solutions and organization, visit www.wolterskluwer.com, follow us on Twitter, Facebook, LinkedIn, and YouTube.

EQUAL EMPLOYMENT OPPORTUNITY (EEO)

Wolters Kluwer U. S. Corporation and all of its subsidiaries, divisions, 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.

INFORMATION

For any assistance with your application for this job opening, please call the HR Source at (888) 495-4772 or email HRSource@WoltersKluwer.com. TTY is also available at 888 (4985) 4771.

The above statements are intended to describe the general nature and level of work being performed by most people assigned to this job. They are not intended to be an exhaustive list of all duties and responsibilities and requirements.

Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled